PGA 3.0 Level 2 Study Guide(Golf Operations)Already Graded A+

The vision, core values, and mission statement of a golf facility should be developed concurrently with establishing a facility-wide business plan that includes concrete goals with strategies for meeting them. (T/F) True What department is considered the core business unit of most facilities? Golf Operations Policies and procedures are port of which support element of the golf operation's organization? Systems What is the most accurate description of the relationship between the facility's business plan and the golf operation? Golf Operation is very core and center of the golf business plan What is the principal focus of golf operations? Systems Operational Manual ... What combination of interaction strategies would be the first choice for promoting a positive facility-wide culture? Involving and Supporting From a functional perspective, a vendor is what kind of resource? Financial What must exist for a facility to have a positive culture? Resources What would a typical organizational chart of a golf operation show? Staff roles and the relationships between them What is the most likely determinant of the complexity of a facility's organizational chart? Size of facility and number of resources What determines the complexity of a facility's organization chart? Size of facility, number of services offered, type of facility, mission ... Staff is considered a tangible facility resource? (T/F) True What intangible resource is key to enabling and facilitating peak performance? Culture How can facilities foster a positive culture of improvement? Open communication and discussion How can a facility foster a culture of improvement? Evolving / Everyone on board "Identify staffing needs" is one of the staff-management roles in running a golf operation. (T/F) True Job descriptions should identify the skills necessary to accomplish the tasks associated with each position. (T/F) True High-performance profiling is a tool that can be used to communicate a uniform set of facility-wide expectations for all employees. (T/F) True Self-assessments are an appropriate means for facility staff to align their personal goals with business goals. (T/F) True New teachers observed the lead instructor at a golf facility conduct a short game clinic. This is an example of external staff training. (T/F) False What should a manager consider when determining the number of employees needed to run an operation? Human resources it will take What should golf facilities consider doing to elevate staff performance in meeting management and customer expectations? Create high performance profiles What is the advantage of asking open-ended questions during the interview process? Lead to unbiased answers ... What is an example of external staff training? Employee going to the PGA Show Reduced training needs is one of the anticipated benefits of adopting new point of sale system technology. (T/F) False What is the first step in acquiring a new technology-based system? Assess facility needs What are procedures? Step by step instructions on how to implement policies and complete specific tasks What are policies? Guidelines and rules laid down by management that outline the course of action in various situations Why should employees be involved in creating and revising policies or procedures? Encourages staff to buy in to the guidelines it sets out What is a management tool for defining the structure of the golf operation? Business planning - Policies and procedures Promotion is one of the four "Ps" of marketing? (T/F) True What does the American Marketing Association refer to as a name, term, sign, symbol or design, or combination of them intended to identify the goods and services of a seller? Brand What is an example of indirect competition to an 18-hole daily fee facility? Fitness and tennis club What is an example of an attraction program at a golf facility? Clinic showing new golfers how to warm up Social media is a method that professionals can use to communicate with potential and existing customers. (T/F) True Cost-benefit analysis is a way to assess a promotional strategy. (T/F) True What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? Increase in sales compared to prior year How can a facility determine the viability of a promotional program? Cost-benefit analysis, interviewing customers, written surveys How should surveys, focus groups, and sales analyses be used to keep a facility from wasting money on ineffective promotions? Helps understand the target market What would be the most reliable means of predicting the likelihood a proposed promotional plan would be successful? Knowing the target market and being aligned with business plan objectives Managing play best practices are the same across facility types. (T/F) False When are private facilities exempt from the accommodation requirements of the Americans with Disabilities Act? When no public play is allowed What is an example of facility functions that need written safety procedures to insure uniform actions of staff? Golf car use, inclement weather, medical emergencies, alcohol consumption, handling disruptive players Under what law are golf facilities required to provide all people with goods and services on an equal basis? Americans with Disabilities Act Which tee time starting system can reliably prevent players from monopolizing the best tee times? Lottery System Which tee time starting system compensates well for no-shows? Walk on and play What does USGA's Pace Rating System help determine? How quickly a foursome of average golfers should play a particular course on a busy day What is a good pace-of-play guideline? Ready golf How can the starter positively affect the pace-of-play? Educate, make players aware of guidelines Which staff member is responsible for setting the pace-of-play? Starter What is a disadvantage of letting faster groups play through? Slows down the original group An effective team decision-making process requires an authoritative team leader. (T/F) True Effective team managers will allow their most creative people to work independently. (T/F) False What is a characteristic of an effective team? Committed goals, open communication, clear rules, trust, effective leadership As presented in the Golf Operations Course Manual, what must be present to achieve a key characteristic of effective teams? Structure, who is involved, roles, team decision making An effective manager could use the "one-minute manager" routine to assess performance, provide feedback, inform a staff person of new responsibilities, and keep staff on track in a short visit - many times less than a minute. (T/F) True What is an interactive calendar? Upcoming events and actions that can be edited and seen by everyone What activities might be included in a "one-minute manager" routine? The days info, product info, policies and procedures, daily and weekly goals, recognition of good work Tournament directors rely on the food and beverage operation to meet members' and guests' physical and social needs. (T/F) True What is a benefit of having a caddie program at a club? Helps maintain course, cut down on cart traffic Practice facilities should be designed so golfers will face what direction? North or East, away from the sun most of the day What is the most important interdepartmental relationship for the golf operations department? Golf course maintenance A yield management report shows the number of rounds played and the revenue generated by those rounds. (T/F) False Successful yield management would more likely involve target marketing of the broad customer base than of a specific player group. (T/F) True Demand-based pricing can be employed to change the demand curve for the use of perishable tee times. (T/F) True Pace-of-play policies are an effective means for controlling the demand curve for the use of perishable tee times. (T/F) True Yield management is a process that allows a facility to maximize the total number of rounds available each day. (T/F) True What can yield management predict? Demand What does successful yield management produce? Maximize the total number of rounds available each day What is the formula for developing a yield management report for a given period? Rounds Played / Potential Rounds X 100 = Yield % Why is monitoring performance considered a two-part process? Metrics and staff service quality What is the yield percentage if a facility sells 180 of 240 available tee times? 75% Managing by walking around is most effective when organizational protocols are observed, such as, limiting conversation to their direct reports. (T/F) False Managing by walking around gives employees the opportunity to air grievances. (T/F) True One of the main benefits of the interpersonal management approach to monitoring performance is to ensure policies and procedures are being followed. (T/F) True What is an effective means of monitoring performance while "managing by walking around"? Observing, listening, and testing performance on an ongoing basis What approach to management is described by observing and following up on both positive and negative employee performance? Behavioral Management What is the main objective of behavioral management? Manage employee behaviors What is the focus of the interpersonal management approach? Keeping track of performance and employee behavior Service improvements should be implemented when achievement of anticipated benefits can be measured. (T/F) True What could be the cause of "Overall poor service" issues? Poor systems, resources, or policies What is an example of an operational change made in response to variances? Changing tee time systems When should management implement service improvements? When the desired benefit can be clearly measured How does the facility's overall vision and core values help the retail manager? Solidify vision and core values that support vision For which purpose are the facility's core values and vision going to be most useful to the retail manager? Guide the creation of all other aspects What should increase in the retail operation to add value? Quality and customer service The end of month inventory target for May is the same as the COGS for June. (T/F) False The cost of good sold can be calculated if both the turnover rate and the average inventory value are known. (T/F) True The BOMI predicts the dollar value of the inventory needed at the beginning of each month to reach monthly sales goals. (T/F) True The higher the turnover rate, the more inventory you need on hand to reach the same sales targets. (T/F) False Knowing the previous year's sales volume is sufficient to accurately forecast sales. (T/F) True Inventory should arrive one to two months prior to the anticipation of sales. (T/F) True The golf professional has projected $310,000 in annual merchandise sales, $205,000 for the cost of goods sold, and a turnover rate of 2.5. What is the average inventory level at cost? $82,000 What is the formula for Cost of Goods Sold (COGS)? BOMI + New Inventory on Purchase = EOMI In an open-to-buy plan, the sales estimates and the cost of goods estimates come from what other business management tool? Historical data, trends, etc. What is the main purpose of an open-to-buy plan? How much of a particular product to buy What information does the cost of goods sold (COGS) provide for a given period of time? Value of goods sold, stolen, lost, or destroyed Why must golf professionals forecast beginning of month inventory (BOMI) levels? Can forecast their inventory levels for the year What is the likely result of a high turnover rate? Not enough inventory buying or selling through inventory What is a result of low turn rate in the golf shop merchandising operation? High quantities, high pricing, poor promotion, or stale displays If your average inventory value is $37,000 and your annual cost of goods sold is $114,000, what is the turnover rate? 3.1 Which merchandising condition is most directly correlated with a high turn rate? Low markup or increased sales Given the following information, what was the turnover rate for the year? Sales $196,000 Cost of Goods Sold $140,000 Average Inventory $56,000 Glove Sales $24,000 Ball Sales $36,000 Men's Shirt Sales $54,000 Rounds $20,000 2.5 Some OTB funds should be reserved for unforeseen opportunities. (T/F)True ... Based on the information below, what is the open-to-buy amount for July? JULY AUGUST Sales $17,000 $12,500 COGS $12,000 $9,000 BOMI $50,000 $41,000 $12,000 What is the formula to determine OTB dollars? POTB - Merchandise on order In an open-to-buy budget, how is the average inventory defined? Average amount of merchandise (in cost dollars) the facility must have on hand throughout the year to meet annual sales goals What is the formula for calculating planned OTB? EOMI + COGS - BOMI What does an open-to-buy reserve provide? 10-25% for other opportunities and unplanned purchases Merchandise that the competition carries is a factor to be considered in the merchandise assortment plan. (T/F) True What is the most important consideration when evaluating the type of merchandise to purchase for your shop? Customer needs What is necessary for developing a MAP? Open-to-buy plan What are the two most important considerations when determining price points? Competition and economic conditions Why should core merchandise stock be the first merchandise added to the MAP? Serves as foundation What does "anticipation dating" refer to? Future date payment arrangement - discount for early payment What is one disadvantage of advance dating? Need to carry more inventory What is one advantage of advance dating? Sell product at no immediate cost What is the turnover formula? COGS / Average inventory What is the key tool for inventory control? Merchandise classification What does "complete date" indicate on a purchase order? Last possible date that vendor can have order delivered What inventory management tool serves to ensure adherence to the business plan? POS System Physical unit tracking can determine both merchandise on hand and merchandise sold. (T/F) True What are the two methods of tracking real-time inventory changes during the time between physical inventory counts? Perpectual book inventory and POS Perpetual book inventory can determine both merchandise on hand and merchandise sold. (T/F) True Adopting a perpetual book inventory system replaces the need to conduct physical inventory counts. (T/F) False What is a disadvantage of high turnover? Keeping more inventory on hand