PGA 3.0 Level 2 Study Guide
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) - Answer-True
What department is considered the core business unit of most facilities? - Answer-Golf Operations
Policies and procedures are port of which support element of the golf operation's organization? -
Answer-Systems
What is the most accurate description of the relationship between the facility's business plan and the
golf operation? - Answer-Golf Operation is very core and center of the golf business plan
What is the principal focus of golf operations? Systems Operational Manual - Answer-
What combination of interaction strategies would be the first choice for promoting a positive facility-
wide culture? - Answer-Involving and Supporting
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
,What must exist for a facility to have a positive culture? - Answer-Resources
What would a typical organizational chart of a golf operation show? - Answer-Staff roles and the
relationships between them
What is the most likely determinant of the complexity of a facility's organizational chart? - Answer-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 - Answer-
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? - Answer-Culture
How can facilities foster a positive culture of improvement? - Answer-Open communication and
discussion
How can a facility foster a culture of improvement? - Answer-Evolving / Everyone on board
"Identify staffing needs" is one of the staff-management roles in running a golf operation. (T/F) -
Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each
position. (T/F) - Answer-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) - Answer-True
Self-assessments are an appropriate means for facility staff to align their personal goals with business
goals. (T/F) - Answer-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) - Answer-False
What should a manager consider when determining the number of employees needed to run an
operation? - Answer-Human resources it will take
What should golf facilities consider doing to elevate staff performance in meeting management and
customer expectations? - Answer-Create high performance profiles
What is the advantage of asking open-ended questions during the interview process? Lead to unbiased
answers - Answer-
What is an example of external staff training? - Answer-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) - Answer-False
What is the first step in acquiring a new technology-based system? - Answer-Assess facility needs
What are procedures? - Answer-Step by step instructions on how to implement policies and complete
specific tasks
, What are policies? - Answer-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? - Answer-
Encourages staff to buy in to the guidelines it sets out
What is a management tool for defining the structure of the golf operation? - Answer-Business planning
- Policies and procedures
Promotion is one of the four "Ps" of marketing? (T/F) - Answer-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? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-Fitness and tennis
club
What is an example of an attraction program at a golf facility? - Answer-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) - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy. (T/F) - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? -
Answer-Increase in sales compared to prior year
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) - Answer-True
What department is considered the core business unit of most facilities? - Answer-Golf Operations
Policies and procedures are port of which support element of the golf operation's organization? -
Answer-Systems
What is the most accurate description of the relationship between the facility's business plan and the
golf operation? - Answer-Golf Operation is very core and center of the golf business plan
What is the principal focus of golf operations? Systems Operational Manual - Answer-
What combination of interaction strategies would be the first choice for promoting a positive facility-
wide culture? - Answer-Involving and Supporting
From a functional perspective, a vendor is what kind of resource? - Answer-Financial
,What must exist for a facility to have a positive culture? - Answer-Resources
What would a typical organizational chart of a golf operation show? - Answer-Staff roles and the
relationships between them
What is the most likely determinant of the complexity of a facility's organizational chart? - Answer-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 - Answer-
Staff is considered a tangible facility resource? (T/F) - Answer-True
What intangible resource is key to enabling and facilitating peak performance? - Answer-Culture
How can facilities foster a positive culture of improvement? - Answer-Open communication and
discussion
How can a facility foster a culture of improvement? - Answer-Evolving / Everyone on board
"Identify staffing needs" is one of the staff-management roles in running a golf operation. (T/F) -
Answer-True
Job descriptions should identify the skills necessary to accomplish the tasks associated with each
position. (T/F) - Answer-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) - Answer-True
Self-assessments are an appropriate means for facility staff to align their personal goals with business
goals. (T/F) - Answer-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) - Answer-False
What should a manager consider when determining the number of employees needed to run an
operation? - Answer-Human resources it will take
What should golf facilities consider doing to elevate staff performance in meeting management and
customer expectations? - Answer-Create high performance profiles
What is the advantage of asking open-ended questions during the interview process? Lead to unbiased
answers - Answer-
What is an example of external staff training? - Answer-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) - Answer-False
What is the first step in acquiring a new technology-based system? - Answer-Assess facility needs
What are procedures? - Answer-Step by step instructions on how to implement policies and complete
specific tasks
, What are policies? - Answer-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? - Answer-
Encourages staff to buy in to the guidelines it sets out
What is a management tool for defining the structure of the golf operation? - Answer-Business planning
- Policies and procedures
Promotion is one of the four "Ps" of marketing? (T/F) - Answer-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? - Answer-Brand
What is an example of indirect competition to an 18-hole daily fee facility? - Answer-Fitness and tennis
club
What is an example of an attraction program at a golf facility? - Answer-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) - Answer-True
Cost-benefit analysis is a way to assess a promotional strategy. (T/F) - Answer-True
What is a reliable indicator of the effectiveness of a promotional program targeting retail sales? -
Answer-Increase in sales compared to prior year
