HT 336 Club Management Final
How many people should serve on a clubs board of directors
12 to 15
What is the standard for break times in the entertainment industry?
15 minutes of break time for every 45 minutes of playing time.
According to the Immigration Reform and Control Act of 1986:
A club manager can legally discriminate by choosing an applicant who is a U.S. citizen over one who is not
On a club's monthly operating statement, under "Other incomes", the line "Unused minimum" refers to:
A food and beverage charge that is imposed on members even if they do not make any food and beverage purchases
Outsourcing the training and development function can be characterized as what?
A marriage
What can provide an analytical snapshot of the clubs present services, giving a basis for developing long term service goals and objectives?
A service analysis
Which leadership theory states that leaders should choose their leadership style based on the capabilities of the followers or groups they are leading?
A situational leadership theory
Fewer clubs are offering caddie services to members because:
A+B Fewer members want to walk when they play golf It is difficult for a club to keep a trained caddie work force
which of the following is the best example of a private club?
A. A private club is a place where people with a common bond of some type of similar interest, backgrounds, and so on can congregate for social and recreational purposes
The ratio designed to indicate managements effectiveness in using the clubs resources is called the _______ ratio
Activity
Which of the following is a disadvantage of working with a talent agency?
Agents will give first priority to acts that are contractually bound to their agency.
Which of the following statements about strategic implementation analysis is FALSE?
Agreement to the grand strategy should come easily if the steps In the strategic planning process were followed effectively
How do well-designed and well-maintained buildings and other club facilities benefit club employees?
All of the Above Employees can complete their jobs more easily Employees are more likely to stay with the club rather than seek jobs elsewhere Employees enjoy coming to work because their workplace is pleasant and safe
Food and beverage operations are important to a club because they:
All of the Above Help to attract new members Help the club attain financial goals Help retain current members
Which of the following is a disadvantage of a statement of financial position?
All of the Above It only reflects a clubs financial position as of a single point in time -- usually the last day of the accounting period On a statement of financial position, the value of most of the clubs assets is based on historical cost A clubs employees are a major club asset, but their value is not listed anywhere on the statement of financial position
Why do foods cost in private clubs tend to run significantly higher than for other segments in the food and beverage industry?
All of the above Clubs use the highest quality ingredients Clubs prepare many menu items fresh daily Clubs often serve larger portions than is typical in other food and beverage segments
Which of the following types of files within event management software would contain non food items such as serving utensils, rental equipment, and decorations?
All of the above Ingredient file Recipe file Menu item file
What is an advantage of using the Uniform System of Financial Reporting for clubs?
All of the above It is a turnkey accounting system It Is a time tested accounting system It can be adapted by clubs of any size
What are databases able to track for membership marketing purposes?
All of the above Membership candidates Sponsors requesting nomination forms Members who are sponsoring candidates
You are the assistant general manager of a city club. You are considering firing one of your supervisors. Which of the following questions, if answered no, could leave you or the club open to a wrongful discharge suit if you fired the supervisor?
All of the above Were the rules that the supervisor broke reasonable and important to the club? Were the rules clearly communicated to the supervisor? Is the evidence against the supervisor substantial and reliable
Which of the following statements about city clubs is true?
All the above
You are the dining room manager of the Ultraline City Club. You decide to rate all of your food and beverage servers by writing each name on a small index card, then putting the card with the best employee's name at the top of the table, the card with the worst employee's name at the bottom of the table, the second-best employee's card second from the top, the second-worst employee's card second from the bottom, and so on until all of the cards are placed on the table. This ranking method is called:
Alternative ranking
Which of the following statements about the Americans with Disabilities Act (ADA) is true?
An employer will be considered in violation of the ADA if employment practices are used that discriminate against the disabled even if the discrimination is unintentional
What is the difference between an "open ended question" and a "closed or specific question?"
An open ended question requires a more detailed answer that a closed or specific question that usually can be answered with a simple "yes" or "no"
Which of the following is a hallmark of a learning organization?
An organization that thinks of learning as synonymous with working
All of the following are appropriate actions when leaving a message on someones voice mail system except:
Anticipate that you might be forwarded to someone else's voicemail system
What does the "A" in T.R.A.I.N., acronym stand for?
Ask questions
A clubs general manager second in command is usually the
Assistant general manager
Typically if you want to become a member of a private club you must first:
Be nominated for membership
Which of the following is a music licensing agency?
Broadcast Music International
A clubs _____________ budget deals with the clubs plans for acquiring property and equipment
Capital
Which of the following statements about cash budgets is false?
Cash budgets show the actual inflows and outflows of cash for a given period
Some managers tend to rate all employees, regardless of their performances, near the midpoint on a scale. This is called the ____________ error.
Central tendency
Chapter 13:
Club Facility Management
Chapter 6:
Club Marketing
Chapter 1:
Club Opperations
Chapter 12:
Club Technology
Chapter 11:
Club financial Management
Which of the following points is important to remember when club members want to book their own entertainment?
Club members should never be allowed to book their own entertainment.
A clubs food and beverage manager typically reports to the:
Clubhouse manager
What is the best way for clubs to keep up with local, state, and federal codes regarding energy conservation, recycling, safety, and so on?
Clubs should give one person the responsibility for code compliance and its associated record keeping
Karley is listing the threats and opportunities her club is facing. She is writing out the factors that differentiate her club from its competitors and what the demographic profile is of the area. At what step in the membership marketing plan is she?
Conduct an external analysis
What is the second step in the four step training method?
Conducting the training
A soft drink purchased at the snack bar by a club member is an example of a ___________ good
Connivence
What type of decision is being made when participants arrive at a decision informally and usually without a vote?
Consensus
All of the following might be included in an entertainer's promotional packet except:
Contacts from past performers
The fourth and final phase in the building design process is the _____ phase
Contract documents
Which of the following computer terms relates to the transformation of raw facts and isolated figures as imput (data) into timely, useful output (information)?
Data processing
All of the following are considered hardware components of a computer system except:
Database management programs
The Fast Track Athletic Club has decided to lower its initiation fees for four months in an attempt to boost membership. What type of initiative is it engaging in?
Decreased initiation fees
What task could a club general manager preform to support a golf course superintendent?
Delegate all golf course administrative tasks to the golf course superintendent
Which of the following statements about delegation is FALSE?
Delegation is an "all or nothing" situation
The best way a club's general manager can promote sustainability at the club is to:
Develop a collaborative club wide "green" culture among staff and members
What is the first step in forming a golf course budget?
Developing a standards policy
Chapter 5:
Effective Communication for Club Managers
An advantage of electric golf cars over gasoline powered golf cars is that:
Electricity is less expensive than gasoline
The Sky High Uptown Club is publicizing its outstanding view of the local marina during the upcoming Power-boating Weekend. What strategy is it engaging in?
Enhancing noncompetitive strength
What is the final step in developing a membership marketing plan?
Evaluate the plan
Which of the following stages of listening involves learning what the speaker expects and finding out exactly what the speaker wants?
Evaluating
Which of the following is the first step in the process of purchasing or upgrading a club computer system?
Evaluating user needs
A club golf tournament that is not organized primarily for members and invited guest is called a(n)________________ tournament
External
The most common form of nonverbal communication involves:
Facial expressions
Tim, the assistant general manager of the Pleasant Valley Country Club, is conducting a study of the spaces within the clubhouse (dining rooms, meeting rooms, fitness areas, and so on) to determine whether they are still meeting the needs of the club's members and staff. This type of study is referred to as a:
Facility function evaluation
Which of the following is NOT considered a reason for the decline in membership in private clubs since the late 1980s?
Fewer competitors
The financial statement that is prepared as of the final day of an accounting period and reflects a clubs financial position as of that particular day is called a statement of:
Financial position
Which of the following are outside the control of a clubs general manager?
Fixed expenses
What task is often the responsibility of a membership director?
Following up on the club membership nominees
Chapter 10:
Food and Beverage Operations
Jenna is the information technology director at a large country club. She's taking the other three members of her department on a retreat to develop department strategies and initiatives. What type of strategic planning is Jenna and her department engaging in?
Functional strategic planning
An individual who controls the flow of information into a buying center is called a(n):
Gatekeeper
At most clubs, the ________ is responsible for preparing the clubs operations budget
General Manager
The most common of the three contractual methods, the one that uses a competitive bidding approach in which several contractors bid on a completed set of drawings and specifications is called the _________ method.
General contracting
Most of the work involved in planning and conducting new-board-member orientation programs falls to the club's:
General manager
Which of the following is an armchair or personalized leadership theory?
Genius theory
Chapter 16:
Golf Course Maintenance
Chapter 15:
Golf Operations in Clubs
Which of the following is not a golf facility typically found at a club?
Golf car dealership
Which golf course employee is typically responsible for scheduling, maintaining, and performing minor repairs on complex irrigation systems?
Golf course maintenance foreman
The club food and beverage facility that provides food to Golders on the golf course is called the:
Halfway house
The percent of the food dollar spent for food consumed away from home:
Has been growing steadily for decades
Gus is a member of the Greystone Country Club. When he dines in the club's food and beverage outlets, he likes entrees prepared from fresh ingredients. He looks for descriptions like "organic," "pesticide-free," "hormone-free," and "natural." Gus is best characterized as a __________ diner.
Health conscious
A club's rules are meant to:
Help the club operate more efficiently. Establish expected behavior for club members.
The committee that is responsible for over seeing the maintenance of a clubs clubhouse and surrounding grounds is called the _____________Committee
House
Which of the following is NOT a critical characteristic of a well written goal?
Idealistic
In which of the following adverse work situations is training the best solution for solving problems?
Increase in employee accidents due to improper lifting techniques
Training reduces turnover by providing employees with:
Increased job satisfaction
Mohra is walking through the club's main kitchen with a checklist. She's trying to determine whether all sanitation guidelines are being strictly adhered to. She carefully marks how each task is being performed so that she can determine what type of training is needed and how much. What type of data collection method is she using for her training needs assessment?
Inspections
Services have been marked differently from manufactured goods because services are:
Intangible
Traditional formal dining in clubs ____________ in the United States
Is declining
Feedback is an essential element of successful communication because:
It guarantees a verbal understanding of the message
What is a punch list?
It is a list of last-minute, typically minor tasks ("touch up paint," "missing trim") that a contractor must complete to finish a building project.
Which of the following is one of the primary advantages of electronic data processing over manual data processing?
It reduces the number of times that data must be handled
Jamaal has been a clubhouse manager at the Eight Flags Beach Club for five years. The general manager at the club is a young, energetic manager who is pleased with Jamaal's work. The general manager is also highly popular with the club membership and has indicated that he plans to stay at Eight Flags Beach Club as long as the members will have him or until he retires. Which of the following statements is most likely true about Jamaal's future at the Eight Flags Beach Club?
Jamaal has topped out or plateaued
A club membership for individuals, usually the children of regular members, who have not yet attained the age required for a regular membership but are too old to be afforded membership status on the basis if their parents membership us called a _______________ membership
Junior
Chapter 3:
Leading Clubs Effectively
The focus of a(n) __________ strategy is high sales at low cost; the high sales are typically achieved by coming up with a product that will appeal to a broad target market.
Low cost leadership
Committee chair Bill led a discussion with the rest of his committee about a club matter, then called for a vote. Since the committee is made up of nine members, five votes are needed to pass the measure. This way of arriving at a decision is termed deciding by:
MAJORITY
The role of a board of governors and a non-equity club is to
Make recommendations to the clubs general manager and owner
Chapter 14:
Managing Entertainment in Clubs
Chapter 8:
Managing Human Resources in Clubs
If a company tries to increase its revenue by increasing market share with current products in current markets, it is pursuing a __________ growth strategy.
Market development
The set of all actual and potential buyers of a product or service is called a:
Market segment
According to the __________ motivational theory, a persons needs can be ranked in order of priority, and people will only be motivated to achieve higher level needs after their lower level needs are met
Maslows Hierarchy of needs
What do clubs typically conduct to review the policies and procedures of the club with new members and their families?
Member orientation
Chapter 7:
Membership Marketing
Roja began her new job as a groundskeeper filled with excitement. She'd just completed a bachelor's of science degree in turfgrass management and had completed internships with some of the largest golf courses and most exclusive private clubs in the country during the four summers she was in college. On the first day, the golf course superintendent sent her out to hand pick annual bluegrass from the greens. The next day he had her spend the whole day studying charts. When she asked for more challenging assignments, she was told that he was starting her out on easy jobs so that she could get a feel for the work. By the end of the week, Roja was beginning to wonder whether she'd picked the wrong club to work for. Which orientation approach did the golf course superintendent use that led to Roja's waning enthusiasm?
Mickey Mouse approach
What is probably the most fundamental of the strategic planning element?
Mission
The main duty of a marshal on the golf course is to:
Monitor the pace of play on the golf course
Which of the following statements about club golf courses is true?
Most club golf courses are eighteen holes in length
Winners for an eighteen-hole round of golf are determined in three ways: best score for the first nine holes, best score for the second nine holes, and best score for all eighteen holes. This describes the __________ golf event format.
Nassau
_________ is a symmetric processes for determining gaps between ideal and actual performance
Needs assessment
A club that is owned by an individual or corporation, not its members, is called a (n) _________________ club.
Non-Equity
What demographic factor affects the market size for a downtown city club?
Number of households with 250K income level
Which type of training provides maximum realism and is conducted during normal business hours?
On the job training
If a club's employees can go to any manager in the club to appeal a disciplinary decision, the club is operating under a(n):
Open door policy
There are three types of budgets that clubs must create and manage: normal capital budgeting, project capital budgeting, and _____________ budgeting.
Operations
The Golf Course Superintendents Association of America certifies golf Course superintendents based on their master of corse competencies. One of the core competencies encompasses the skills of anticipating staffing needs, handling hazardous materials, and maintaining the grounds. Which Competency encompasses these skills?
Operations management
Which of the following statements about POS systems is true?
Order entry problems can affect the integrity of data processed by POS systems and invalidate system reports for managers
Cathy has just been hired at the Grandview Country Club. Today her supervisor is giving her a tour of the club, after which the supervisor is going to go over the club's mission statement and employee manual with her. Cathy is going through the __________ process.
Orientation
A frustrated employee says to you "No one ever helps! I always get stuck with the jobs that nobody else wants. Why do people here take advantage of my time?" You, the supervisor, respond by saying "You feel that work assignments aren't fair?" Which of the following active listening techniques best describes your response?
Paraphrasing
Managers tend to rate an employee's performance close to what it was rated in the past. This is called the __________ error.
Past anchoring
Which of the following is a bad time management habit?
Procrastination and inability to say no
If a company tries to increase its revenue by introducing new products to current markets, it is pursuing a __________ growth strategy.
Product development
The return on members quity ratio is a(n) __________ ratio
Profitability
The design phase in which a building project's basic functional requirements are first laid out (square footage, utility and equipment needs, and so on) is called the __________ phase.
Programming
Which of the following is NOT one of the 4 Ps of marketing?
Publicity
If a club product is in the growth stage of the product life cycle:
Revenues go up rapidly, cost are moderate, and the club is able to charge a premium price for the product because its popular
Focus group research is a form of___________ research
Secondary
A marketing strategy that is ___________ orientated is focused on having salespeople enter the marketplace to stimulate demand for their company's products or services
Selling
The most effective way for a club general manager/chief operating officer to hire an architectural and engineering consultant for a building project is to:
Send out request qualifications documents to reputable AE firms, then interview the best candidate
If current club employees are teaching newcomers to "act as we act," what type of socialization process is taking place?
Serial
A clubs head gold professional:
Should be a member of the Professional Golfers Association of America
Which of the following is likely to be an e-mail address?
A set of programs that instructs or controls the operations of the hardware components of a computer system is called:
Software
Two years ago, the Hollow Haven Club computerized some of its accounting functions by purchasing modular software. The resulting savings and increased efficiencies prompted the management team to consider computerizing the club's payroll system. Which of the following would be the most important issue in purchasing a payroll module if the management team expects to generate complete financial statements from its eventual computer system?
Software integration
Permanent committees that help a club conduct ongoing activities are called _________________committee's
Standing
Enrique, the evening supervisor, knew even before the orientation session began that Judy would never make it in the dining room. "She's too old to get along with the others and it will take her forever to learn the point-of-sale system," he thought. Which of the following types of personal biases must Enrique work hard to overcome when trying to communicate with Judy?
Stereotypes
Chapter 4:
Strategic Planning and Management
The general manager of a yacht club is conducting a SWAT analysis. one of the items he has listed is that all of his department managers have either just completed or are in the process of completing the manager in development program from the club managers association of America. How would this item be classified in the SWOT analysis?
Strength
Which of the following statements about creating a strategic vision is FALSE?
Strive for perfectionism
What type of report is often characterized by defense, flowery descriptions?
Subjective reporting
Which of the following is NOT a step in a personal leadership analysis?
Survey the membership for personal feedback
Chapter 2:
The Board of Directors and The General Manager
A legacy membership category is typically offered to:
The adult children of current club members
Which of the following statements about communication is true?
The best communication is a one way message from me to you
Which of the following sentences is written in active voice?
The dress code was revised by the committee
Who or what is actually in charge of the daily operational management of an equity club
The general manager of the club
Which private club employee is the golf course and turf expert?
The golf course superintendent
The family life cycle is a series of stages within a family that are determined by:
The income of the adults within the household. A combination of age, martial stays, and the presence or absence of children in the home
Which of the following features of golf course management software is the least transparent to club members?
Touch tone reservation systems
Chapter 9:
Training and Professional Development in Clubs
The interviewer does not plan any questions in advance for a(n) __________ interview.
Unstructured
Reducing, reusing, recycling waste to lessen the amount that a club produces is called:
Waste minimization
The most important consideration for club menu planners is:
What do the club members want?
Which of the following is one of the questions in the 5 W's method of selecting club entertainment?
Why must this event be held?
What type of golf course equipment is considered shop equipment?
Woodworking equipment
Which of the following statements about listening is false?
You can listen twice as fast as the average person can speak
Club general managers and meeting experts cite __________ as the single most important tool for successful meetings
a meetings agenda
Which of the following is an advantage of a long term of service for club directors?
all of the above Board members have more time to master the clubs complexities and challenges, the board has greater stability, the board typically has a greater commitment to long term plans
What are some disadvantages to short term of service for club directors?
all of the above a short term doesn't provide enough time for directors to learn what they need to know to lead the club, for directors to make a substantial contribution to the club, for directors to gain enough experience to assume other major responsibilities at the club
A handicap system allows clubs members with different abilities to play together:
and compete on an equal basis
When a club's board is too small:
board members tend to become clannish. it is more difficult for a board to have a quorum for any given board meeting.it's more likely that some segments of the club's membership will not be represented.
Which of the following turfgrasses is a warm season turfgrass?
centipedegrass
An advantage of using a theme when planning an event is that it:
communicates strong vision.
To determine the current ratio, you divide:
current assets / by current liabilities
The distance above the soil line that grasses are clipped is referred to as the:
cutting height
Which of the following provide the closet thing to turn-key service in club entertainment?
event planners
Which of the following is a characteristic of the transition zone?
intense disease pressure
Which of the following is a tip general managers should follow to help them be successful at a club?
keep in touch with the membership
To what does the term "name talent" refer?
nationally recognized entertainers
A club who places an unqualified person onto its board just because that person belongs to a certain club membership segment is guilty of:
none of the above
Which of the following turfgrasses is a cool season turfgrass?
perennial ryegrass
Orientation programs are intended to :
reduce the stress that employees feel when beginning new jobs
In what document can the list of a performer's requested backstage amenities usually be found?
rider
Who on the club's board is in charge of board meeting minutes and the club's records?
the clubs Vice President
Clubs should replace their golf cars every:
three to five years