Download PGA 3.0 Level 3 - Facility Management Practice Questions And 301 ACCURATE ANSWERS. and more Exams Sport Studies in PDF only on Docsity!
Practice Questions And ACCURATE
ANSWERS.
PGA 3.0 Level 3 - Facility Management
Practice Questions And ACCURATE
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What is the purpose of delegating? - to empower performers what delegation strategy should be chosen when the performer needs clear instructions and continuous feedback to stay focused on task completion? - directing what guidelines apply when a manager chooses to use the directing strategy to assign a job to an employee? - help explore ideas for job completion, offer solutions only if requested, and provide positive feedback the convincing strategy is best utilized with what type of performer? - not willing and inexperienced A PGA general manager has a new head professional who is enthusiastic but inexperienced in private club events. the head professional has expressed interest in running the upcoming ladies member-guest event. how can the pga general manager effectively use the element of feedback once she has used the directing strategy to delegate this event? - show appreciation for undertaking the assignment in terms of value as a learning experience which delegation strategy is being used when a manager frequently checks on the performer's progress and provides feedback? - directing The new head professional has delegated to a veteran assistant the task of instituting a player development program. The assistant insists that the program had been previously tried by the former head professional and failed. What delegation strategy should the new head professional use to ensure the facility can implement a successful player development program? - involving What delegation strategy is being implemented when a manager makes the task easier to complete for a hesitant performer? - convincing what type of performer benefits from the use of the convincing strategy? - inexperienced and unwilling
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what delegation strategy would be most appropriate to utilize with a staff member who is experienced but resistant to completing a task? - involving what guideline applies when a manager chooses to use the convincing strategy because an employee is resistant to a job being assigned? - uncover the reason and develop a strategy what result is most likely when a manager provides minimal information regarding a newly assigned task that a motivated employee has never performed? - demotivation and poor work performance what must be established to check progress when using the directing strategy? - follow up process The Head Professional is unfamiliar with merchandising operations. The PGA General Manager wants to assign the Head Professional the responsibility of managing merchandise inventory, but the Head Professional is resistant. How can the PGA General Manager use the Convincing Strategy to delegate this task to the Head Professional? - uncover the reason for concern and develop a clear solution what strategy is being used when a head golf professional only offers solutions when requested by his assistant? - supporting how much experience should staff members have with an assigned task when utilizing the involving strategy - high experience The PGA General Manager receives resistance from the classically trained chef when he speaks to her about converting the formal dining room into a sports bar environment. Which guidelines are appropriate and best utilize the Convincing Strategy in this situation? - build a solution and a rationale around the concerns and design actions to make it easy The PGA General Manager has asked his team to increase member tournament participation. He offers his assistance if needed and believes his team can develop a strong tournament program. Which delegation strategy was used? - supporting what strategy would be utilized with staff members who are experienced but unwilling to complete a task? - involving
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during a joint problem-solving discussion, what must a manager and employee mutually agree upon? - specific actions what is one of the manager's goals during a joint-problem solving discussion? - establish clear expectations for solving the problem, and ensure that the performer understands and agrees to achieve these expectations Which stage of the Four-Stage Problem Solving Sequence gives the performer the opportunity to take ownership of solution to the problem? - joint problem solving what is the relationship between the timetable for reinforced problem-solving and joint problem-solving? - the timetable is shorter how will the manager's demeanor change during reinforced problem-solving? - the manager will likely become more assertive what is the first action step used during reinforced problem-solving? - set up a discussion with the performer to address management's concern that the performance problem is not resolved During a reinforced problem-solving meeting, what would be expected to happen after addressing performance concerns and reviewing previous agreements? - invite the performer to work with management to specify a course of action that will solve the problem The Head Golf Professional has already held a joint problem-solving meeting and the staff member continues to arrive late for work. Why is there a need for reinforced problem-solving? - lack of progress What distinguishes a difference between joint problem-solving and reinforced problem- solving?lving? - there is a shorter timetable because of the greater sense of urgency What happens when a manager makes false assumptions? - he or she is assuming the performer is the cause of the problem, or knows the cause of the problem What is a likely result of requiring an immediate response during final decision making?
- it could result at a reluctant acceptance or an on-the-spot resignation Why is it important to give the performer time to reflect during final decision making? - because they may not be honest with the answer they provide
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Which interaction strategy would a manager use during the final decision-making stage?
- the directing strategy During final decision-making, what is an appropriate time period that should be given to the performer to reflect and commit to solving the performance problem? - typically, overnight What action step is different between final decision-making and reinforced problem- solving? - directly describe the conditions that must be met instead of involving the performer to work with management What manager behavior is most appropriate during the termination stage? - the manager should try to be considerate with while remaining concise and clear During the termination stage, what prevents the employee from debating the merits of the decision in order to main employment? - by reviewing the problem solving process During what stage of correcting performance problems is it important to determine if the performer was unwilling or unable to meet agreed upon performance expectations? - stage 4 During a termination meeting, the performer begins to criticize the manager's decision. What is the action step the manager should take? - step 2: state that management is taking this action because the performance problem was not corrected What action step is taken after explaining the rationale for terminating employment? - step 3: indicate the final date of employment and any necessary actions to complete the termination process A staff member continues to struggle with customer service levels. The General Manager communicates a solution to the staff member. Which of the six actions for correcting performance problems has been omitted? - step 2 which is diagnose the problem without taking action An employee was given a written statement of conditions for continued employment after failing to meet previously agreed upon improvements to her attitude. lf the employee declines to meet these conditions, what is the next stage? - meet with the employee and state that management is terminating the employment relationship
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The Superintendent is supervising the construction of a second golf course on property, and the Assistant Superintendent is assigned to oversee the existing course. Which principle of motivating work is being used in this scenario? - whole task The PGA General Manager notices a lack of performance with a Starter and a Golf Car Attendant. Upon meeting with both individuals, they confess that they feel redundancy in their current positions. The PGA General Manager makes the decision to cross-train both employees. What principle of motivating work is in use for this assignment? - skill variety Which principle of motivating work is being applied when a PGA General Manager assigns the Outside Operations Supervisor to create the season's schedule for all outside departments? - autonomy The Food and Beverage Manager is frustrated when attempting to hire new staff. The PGA General Manager insists on having the final hiring decision. What principle of motivating work should the General Manager use to be more effective? - autonomy Which principle of motivating work is applied when the Merchandiser assigns the new intern the responsibility of counting the items included in the accessory's classification of inventory? - significant work Which principle of motivating work is being utilized when a PGA General Manager asks the Marketing Director to advertise growth of the game initiatives by increasing the club's social media engagement? - autonomy Which principle of motivating work is best represented when a PGA General Manager assigns practice range set-up to an Assistant Golf Professional? - whole task What aspect of the work assignment is being managed when the General Manager considers what jobs are best suited to which performers? - the motivation of the performer's approach to work and life Which principle of motivating work is demonstrated when employees share responsibilities in multiple areas of the maintenance crew? - skill variety The Assistant Professional has been given the responsibility to conduct the season's ladies' day events. What principle of motivating work is in use for this assignment? - autonomy
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What must be received in a clear, timely and unbiased manner to allow performers to strive for improvement? - feedback Which principle of motivating work is involved when a manager delegates responsibility for completion of a task from beginning to end? - whole task Which principle of motivating work emphasizes the importance of each employee to the operation? - significant work How does autonomy increase performer motivation? - Freedom to determine how to best complete the task How should the PGA General Manager utilize the principle of significant work when directing the Merchandiser to conduct spot audits due to high shrinkage in golf club equipment? - communicate the importance to the operation During a site visit to repair golf cars out of rotation, the golf car vendor informs the General Manager that the golf car batteries and tire pressure are low. Which principle of motivating work should be used when assigning these responsibilities? - significant work How should the principle of autonomy be utilized when the PGA General Manager delegates development of a season-long dinner series to the Head Chef? - identify the degree of discretion What principle of motivating work is being used when the head professional gives the assistant professional the freedom to decide how to manage the entire member-guest tournament? - autonomy How does discretionary enforcement of policies contribute to the motivation of performers in a working environment? - demotivates the performer with confusion How do performers benefit from feedback that is received in a clear, timely and unbiased manner? - their good work is noticed and appreciated The PGA General Manager conducts the annual board meeting to review survey results, which include increased tournament satisfaction. How should the principle of feedback be utilized? - giving recognition for accomplishments How can managers communicate that they want to work with the performer to ensure success in accomplishing the task? - provide feedback in a supportive manner
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What type of consequence happens when a chef experiences gratification after presenting an elegant surf and turf dinner during a ladies' member-guest event? - internal (psychological) An employee is repeatedly late for the morning shift. The supervisor reassigns this person to the afternoon shift. What is the problem with this scheduling adjustment? - negative behavior leads to positive consequences and thus, negative behavior will continue A team member who set the hole locations accurately and efficiently is assigned to routinely complete this maintenance task. What is the potential result of this situation? - positive behavior leads to negative consequences and thus, positive behavior will stop Cheryl, Maggie and Rosa are all assigned to work in the bag room a few days a week. Maggie and Rosa are assigned to weekday shifts and Cheryl works the weekend. Both Maggie and Rosa have cleaned up the messy bag room upon return to work on Mondays. They do not understand why Cheryl is allowed to leave work without cleaning the bag room. What performance element needs to be addressed to resolve this issue?
- performance expectations How should the complexity of a task be handled if a performer is learning something new? - provide the basics and add complexity once the basics are learned An employee is struggling to develop relationships with club members. The PGA General Manger should schedule this employee to shadow a top performer during their shifts. What type of feedback is shown in this example? - supporting and positive Numerous members complain about the conditions and speed of the greens after weekend play. The PGA General Manager meets with the golf course Superintendent at Friday's staff meeting regarding this issue. What is the potential problem with this situation? - feedback was not immediate The cost of goods sold in the golf shop has increased significantly over the past fiscal year. As the PGA General Manager, you meet with your merchandise operations team to formulate a plan of action to rectify the issue. What is appropriate about this situation? - to include input What interpersonal skill should a manager use when discussing agreed-upon expectations? - state your purpose clearly
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The head professional receives a complaint concerning the performance of an outside service attendant. She sets up a meeting with the assistant professional responsible for outside services. Which guideline for providing effective feedback should the head professional use to resolve this situation? - provide feedback that is objective and unbiased What is a guideline of giving effective feedback? - make it clear, timely, and specific What expectations should a manager's performance standards reflect? - their own expectations What should be developed concurrently with establishing a facility-wide business plan that includes concrete goals with strategies for meeting them? - vision and core values What combination of interaction strategies would be the first choice for promoting a positive facility-wide culture? - involving and supporting What must exist for a facility to have a positive culture? - positive moments of truth What would a typical organizational chart of a golf operation show? - management structure and communication connections In what way is time related to other resources? - resource allocations necessary to complete tasks What determines the complexity of a facility's organization chart? - the size of the facility What are examples of financial resources? - physical property What is considered a tangible facility resource? - the golf course What intangible resource is key to enabling and facilitating peak performance? - culture How can a facility foster a culture of improvement? - encourage open discussion and input from staff What is one of the staff-management roles in running a golf operation? - finding the type of employee with the skills and qualities that match the facility's mission During the business planning process what needs to be considered before strategies for achieving business objectives are developed. - customer base
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What is the first step in acquiring a new technology-based system? - assess facility needs What are procedures? - specific steps to implement when addressing emergency situations What are policies? - they are guidelines that specify the facility's official stance on a number of important issues for the golf operation What is a cash control procedure used to deter employee theft? - implement a comprehensive shift-change control procedure to monitor shrinkages Why should employees be involved in creating and revising policies or procedures? - staff are on the front lines of the golf business and operation What is a management tool for defining the structure of the golf operation? - organizational chart What is one of the descriptive/directional elements of the facility's business that need to be in place before the golf operation is defined? - business objectives and goals Policies and procedures are part of which support element of the golf operations organization? - systems What is the principal focus of golf operations? - alignment Who is positioned at the top of a traditional organization chart? - ownership group From a functional perspective, a vendor is what kind of resource? - financial What makes interpretation of quantitative data more desirable than qualitative data? - it is more clearly defined and less susceptible to differences of opinion When conducting a SWOT analysis for human resources, what are examples of relevant data sources? - job descriptions, training schedules, and continuing education How might revenues be affected at a nearby daily fee course if the local tire plant has major layoffs? - rounds yield would have the potential to greatly increase due to more available times for laid off employees to play more golf
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When defining a business, what are examples of weaknesses that may be disclosed by performing a SWOT analysis? - you may find out that specific merchandise lines are not selling well and thus would allow you to make important decisions regarding how to decrease inventory levels What is being evaluated when reviewing information data from trends in local consumer spending? - opportunities What should govern the decision to pursue an opportunity? - the current state of the business What criteria must be used to improve the following objective: "Improve range profits and customer satisfaction."? - make the objective a SMART objective The new manager of a ten-year-old private course, currently doing an average of 5, tournament rounds per year, proposes to increase tournament rounds by 50% by the end of next year. What criteria is missing from this proposed goal? - realistic What criteria is needed in the following objective to make it an effective business objective: "Develop and promote group lesson programs aimed at women and juniors"?
- make it more Specific What important characteristic is needed to complete the following business objective: "Increase rounds in the next year?" - make it more Specific Which characteristic of goals and objectives is described as capable of being observed, recorded, and measured? - quantitative data Why is customer demographics an external factor? - because it is controlled by forces outside the business What is the functionally significant difference between goals and objectives? - objectives are more likely to evolve or be revisited as the facility's current market position or financial success changes A facility's financial objectives can be achieved through what type of strategies? - operational and promotional strategies The following agenda was part of a golf range business plan: "Purchase 175 dozen new range balls and rotate usage three times a year. Who: Head Professional. When: End of First Quarter. Cost: $1500." According to the Business Planning course, describe the
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What metric should be part of every forecast regardless of the type of facility? - total golf operations revenue You are concerned about a decline in business growth. What method would be most effective in portraying your overall financial history? - linear trend analysis For the purpose of developing a business plan, what is the best description of trend analysis? - it gives planners a good understanding of past performance What examples would be considered internal data sources for planning purposes? - course maintenance, types of amenities, and staffing By understanding the factors that could potentially affect forecasts, what can PGA Professionals make about how the numbers will change to construct better financial forecasts? - assumptions What is one of the techniques used to validate assumptions? - test assumptions What best describes sensitivity analysis? - evaluate how a change in one value might affect other parts of the forecast Next year you will be replacing a long-time golf shop employee with a new assistant who has considerable sales experience and selling skills. You will be paying this new staff member a higher salary. What is a reasonable assumption for you to make? - with a possible decrease in facility revenue, we will make adjustments to meet performance expectations In his first year at Meadows Golf Club, the Head Professional has made some assumptions about how improvements in customer services will increase the coming year's sales volume. What technique could be used to best test these assumptions? - ask for a comprehensive expert review of your assumptions Your employer is contemplating an increase in weekend green fees. She would like to know how this increase might affect the number of rounds played. What would provide her with the best estimate? - conduct a sensitivity analysis How would the opening of a new driving range 5 miles away likely be a relevant factor in the business plan for the coming year? - could be considered to be an external threat to your facility
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A capital budget would be used for what types of items? - large scale projects for the facility What type of data is cost of goods sold? - quantitative data How does the accuracy of your assumptions affect the business plan? - make better financial forecasts What information would be most useful to the planning team interested in measuring the facility's past or current success? - comparisons against its competitors and published industry standards The effectiveness of a golf professional's business plan for managing day-to-day operations in a golf shop depends on what? - internal data sources How would opportunities and threats be categorized in a SWOT analysis? - external data sources How might the results of a SWOT analysis affect core business functions? - it considers how each of the core business areas in the golf operation contributes to its overall performance On what basis should preventive maintenance be conducted? - items that need to be done to the car on a daily basis even if the car is functioning properly What are the four major design considerations for a storage facility as presented in the Golf Car Fleet Management Manual? - location in relation to the clubhouse, adequate space and efficient layout, proper ventilation, safety and security features What is the best estimate of the square feet needed to store and service a fleet of 50 cars? - 3750 square feet What type of car flow should a well-designed storage facility support? - first in / first out Generally speaking, how many times an hour will a properly ventilated storage facility recycle its entire volume of air? - 5 times As a rule-of-thumb, about how many square feet should be allocated per golf car when designing a golf car storage facility? - 70 - 75 square feet per car
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What percentage of the car fleet should be available for peak demand periods? - 25% What support is offered by manufacturers to assist maintenance personnel with preventative maintenance on their cars? - service clinics for facility maintenance personnel What is a benefit of gas cars over electric cars? - perform better in cold weather Roughly, what percent of the car fleet will be in service on a normal day? - 75% What criteria should be used when considering the purchase of GPS for the fleet? - return on investment What factors determine the lease price of a fleet? - degree of liability retained by the dealer What is a characteristic one should look for in a golf car dealer? - reputation When are pre-owned cars a viable option when leasing or purchasing a fleet? - to increase fleet size for seasonal events Why might it be advantageous to purchase higher priced golf car models? - lower maintenance and operating costs Why is a golf car rental program financially beneficial to a facility? - will often produce a larger margin of profit than any other income generating operation at the facility How should mission statements be used to calculate profitability forecasts? - degree and level of the expectations of the customers or clientele Which core business area should keep records for golf car rotation? - golf shop You plan to lease a new fleet of 60 gas-powered golf cars. Your facility averages about 35,000 rounds of play annually. Based on the facility's history, you estimate about 25 percent of the rounds will be played by customers who rent a golf car. What else do you need to know to estimate gross revenue from the fleet concession? - rental fee per car Your facility wants to purchase new golf cars. A member of the club's board of directors has recommended an expensive model. What is the best way to decide whether the facility can afford to acquire that model? - acquisition costs
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What must a fleet manager include in a fleet budget forecast? - past budgets What operating costs should be considered for purposes of financial forecasting fleet expenses? - fuel/energy prices How does golf car trade-in value affect a fleet budget? - higher trade in value increases cash available for new fleet What could a facility be giving up when a lease is chosen instead of a purchase? - control of the fleet operation may be limited Why may leasing the golf car fleet be the better option from a cash-flow standpoint? - usually has lower monthly payments What are the types of golf car fleet lease agreements? - capital lease and municipal lease Why might a facility consider employing its own technicians instead of purchasing a service contract from a golf car dealer? - potential to yield more net income than purchasing a service contract from the golf car dealer A golf car maintenance record should include what type of expenses? - total repair cost for each year of the car's life Your facility has enough cash reserves to purchase golf cars for the fleet. However, a local bank will lend you 100% of the money you need for the purchase with no money down. In the long run, which is the least expensive option? - taking the money from the bank Why might a fleet manager consider replacing golf cars that are in good condition? - higher trade in value From a customer relations standpoint, when is it a good time to raise the golf car rental fees? - after the facility has obtained the new golf cars What has the greatest potential to increase golf car revenue? - mandatory riding policies What is the major determinant of the effect raising the basic rental fee will have on profit margins? - the need for golf cars in the facility
