PGA Level 2 Golf Operations UPDATED ACTUAL
Questions and CORRECT Answers
1. Golf facilities can some may have an aquatics program, a full-service food and beverage operation,
vary a great deal a health and fitness club, or any number of other features depending on the
in their opera- facility type, customer base, and level of service
tions beyond the
game of golf it-
self
2. the golf opera- a nucleus around which the facility's other business areas coalesce
tion is
3. In the process of the more philosophical and strategic aspects of how the facility operates should
creating a busi- be spelled out carefully
ness plan for a
golf facility
4. resources material or physical, financial, human, and time-based—to run the operation
with the projected level of service
5. Staffing the people who operate the business.
6. Staff roles are job descriptions and training
further clarified
7. Systems performance standards, technologies, and policies and procedures, which pro-
vide staff with rules and protocols for conducting business
8. Policies and pro- as support systems for the organization and form the guidelines for the practical,
cedures serve day-to-day enactment of the facility's business plan.
9. The four types of • Material or physical resources
resources: • Financial resources
• Human resources
• Time-based resources
, PGA Level 2 Golf Operations UPDATED ACTUAL
Questions and CORRECT Answers
10. the quality and suflcient to support the facility's business plan, and be in alignment with its
scope of physical financial and human resources.
resources must
be
11. Financial re- include the facility's own capital reserves and outside sources of investment and
sources credit that may be needed to build, improve, or repair physical infrastructure, as
well as to purchase major pieces of equipment, such as mowers and other course
maintenance machinery
12. It is trite but true a business organization's most valuable asset most often is its staff—the people
to say that who manage and carry out its essential functions
13. Allowing ade- when it comes to planning, whether it is a long-range
quate time is also business forecast for the business plan
important
14. Culture could be the overall interpersonal atmosphere of a facility, or the direct manifestation of
defined as a facility's vision, mission, and values in its services, the employees' actions and
attitudes, as well as the facility's design and structure.
15. Culture inextricably tied as it is to the facility's mission, values, and business objectives, is
supported by having policies, procedures, and routines that bring about positive
results at the various "moments of truth" in a customer's interaction with the facility
16. A facility's culture this can, in fact, be a fatal flaw in an industry that changes each year with new
should not be a technologies, trends, and consumer expectations.
static, unchang-
ing thing
17. A culture of im- people within the facility are open to discussion and
provement is one input regarding every aspect of the facility's operations, which can translate into
in which a positive change for the facility overall
, 18. An organization for clarifying staff roles and the reporting relationships of team members
chart is a funda-
mental tool
19. Some golf oper- using high-performance profiles to define what it takes for individuals at a facility
ations unite staff to meet the highest expectations of customers and management
and elevate ex-
pectations by
20. HIGH-PERFOR- This kind of internal communication is also useful in that it fosters positive behav-
MANCE PROFILE iors regardless of the business area in which an employee is involved
FOR STAFF
21. Ongoing training also serves as a major motivator for individual performance
for the golf oper-
ation's staff
22. One of the chal- such as internal or external seminars, and informal training, such as on-the-job
lenges of train- training
ing is determin-
ing the right mix
of formal training
23. In order to de- • Determine training needs
termine the right • Provide training opportunities
mix of formal and • Develop training tools.
informal training
24. Other assess- include customer surveys, past performance reviews, and feedback from facility
ments to consid- staff not directly involved in the golf operation.
er in determining
training needs
Questions and CORRECT Answers
1. Golf facilities can some may have an aquatics program, a full-service food and beverage operation,
vary a great deal a health and fitness club, or any number of other features depending on the
in their opera- facility type, customer base, and level of service
tions beyond the
game of golf it-
self
2. the golf opera- a nucleus around which the facility's other business areas coalesce
tion is
3. In the process of the more philosophical and strategic aspects of how the facility operates should
creating a busi- be spelled out carefully
ness plan for a
golf facility
4. resources material or physical, financial, human, and time-based—to run the operation
with the projected level of service
5. Staffing the people who operate the business.
6. Staff roles are job descriptions and training
further clarified
7. Systems performance standards, technologies, and policies and procedures, which pro-
vide staff with rules and protocols for conducting business
8. Policies and pro- as support systems for the organization and form the guidelines for the practical,
cedures serve day-to-day enactment of the facility's business plan.
9. The four types of • Material or physical resources
resources: • Financial resources
• Human resources
• Time-based resources
, PGA Level 2 Golf Operations UPDATED ACTUAL
Questions and CORRECT Answers
10. the quality and suflcient to support the facility's business plan, and be in alignment with its
scope of physical financial and human resources.
resources must
be
11. Financial re- include the facility's own capital reserves and outside sources of investment and
sources credit that may be needed to build, improve, or repair physical infrastructure, as
well as to purchase major pieces of equipment, such as mowers and other course
maintenance machinery
12. It is trite but true a business organization's most valuable asset most often is its staff—the people
to say that who manage and carry out its essential functions
13. Allowing ade- when it comes to planning, whether it is a long-range
quate time is also business forecast for the business plan
important
14. Culture could be the overall interpersonal atmosphere of a facility, or the direct manifestation of
defined as a facility's vision, mission, and values in its services, the employees' actions and
attitudes, as well as the facility's design and structure.
15. Culture inextricably tied as it is to the facility's mission, values, and business objectives, is
supported by having policies, procedures, and routines that bring about positive
results at the various "moments of truth" in a customer's interaction with the facility
16. A facility's culture this can, in fact, be a fatal flaw in an industry that changes each year with new
should not be a technologies, trends, and consumer expectations.
static, unchang-
ing thing
17. A culture of im- people within the facility are open to discussion and
provement is one input regarding every aspect of the facility's operations, which can translate into
in which a positive change for the facility overall
, 18. An organization for clarifying staff roles and the reporting relationships of team members
chart is a funda-
mental tool
19. Some golf oper- using high-performance profiles to define what it takes for individuals at a facility
ations unite staff to meet the highest expectations of customers and management
and elevate ex-
pectations by
20. HIGH-PERFOR- This kind of internal communication is also useful in that it fosters positive behav-
MANCE PROFILE iors regardless of the business area in which an employee is involved
FOR STAFF
21. Ongoing training also serves as a major motivator for individual performance
for the golf oper-
ation's staff
22. One of the chal- such as internal or external seminars, and informal training, such as on-the-job
lenges of train- training
ing is determin-
ing the right mix
of formal training
23. In order to de- • Determine training needs
termine the right • Provide training opportunities
mix of formal and • Develop training tools.
informal training
24. Other assess- include customer surveys, past performance reviews, and feedback from facility
ments to consid- staff not directly involved in the golf operation.
er in determining
training needs
