1. What is Expected from the PGA Professional in the Eyes of a Facility’s General Management

2. The Skills of the PGA Professional Traditional Golf Skills Successful Business Skills Human Relations Skills Leadership Skills

3. Traditional Golf Skills Golf Operations Management Teaching and Player Development Tournament Management Merchandising Playing Ability

4. Golf Operations Management Policies & Procedures for the Golf Operation in line with the Facility’s Mission Organize and Train the Golf Operations Team Maximize Employee Performance

5. Teaching & Player Development Individual Instruction for All Skill Levels Group Instruction & Clinics Work with Different Golfer Populations Juniors Seniors Women Individuals with Special Needs Get Golf Ready Tee it Forward Golf 2.0

6. Tournament Management Skills Develop and Plan the Facility’s Tournament Business Promote and Market the Events Supervise the Competition Review and Evaluate for Ways to Improve

7. Merchandising Skills Identify Customer Needs Develop Customer Relations Attractive Displays Product Knowledge Train the Entire Team to Sell Add Value Added Services

8. Playing Ability Demonstrate Different Shots & Ball Flights Play Golf with Members/Customers Tournament Accomplishments Amateur College Sectional & National PGA Tour

9. Successful Business Skills Financial Management Marketing and Sales Personnel Management Communication Time Management and Prioritization Measuring Success

10. Financial Management Knowledge of General Accounting and Bookkeeping Principals Track Payables and Receivables Budget Golf Operations Costs Create Buying Plans Find Ways to Generate Revenue

11. Marketing & Sales Analyze Market Opportunities Understand the Customer and the Competition Plan Effective Marketing Programs, Advertising Campaigns and Sales Promotions

12. Personnel Management Set Performance Goals and Standards Create Job Descriptions Develop Employee Training Programs Conduct Performance Evaluations Recognize Employee Performance

13. Communication Policies and Rules Communicate Events with Club Personnel Letters and Memos News Releases and Newsletters Promotional Materials Use New Technologies Master of Ceremonies

14. Time Management & Prioritization Schedule Daily Activities Rate the Importance of Each Activity Schedule Weekly and Monthly Plans Take Advantage of Idle Time Keep “To Do” Lists Up to Date Control Time-Wasters

15. Measuring Success Financial Results Customer / Staff Feedback Customer Comment Cards Member Surveys

16. Human Relations Skills Positive Engagement Routines Interpersonal Self Management Team Building

17. Positive Engagement Routines Customer Service Skills Apply the GEODE Model Greet the Customer Enquire About Their Needs Offer a Product or Service Deliver the Product or Service Evaluate the Outcome

18. Interpersonal Skills Incorporating the Seven Interpersonal Skills 1.Stating Your Purpose Clearly 2.Provide a Compelling Rationale 3.Encourage Open Expression 4.Showing Understanding 5.Inviting and Giving Specific Feedback 6.Reframing a Difficult Situation 7.Acting with Integrity

19. Self Management Skills Lead by Example Identify Goals Develop an Action Plan Assign Priorities Analyze Time Use Write and Prioritize “To Do” Lists Review and Evaluate

20. Team Building Meet and Exceed the Needs of the Customer Reduce Costs by Cross Training Employees Improve the Quality of Services by Working Together as a Team

21. Leadership Skills Motivator Mentor Coach Team Builder

22. Motivator Provide Employees with Purpose and Challenge as it Relates to the Facility’s Mission Establish a Positive Work Environment Clarify Expectations Express Appreciation

23. Mentor Share Professional Skills and Experiences Foster a Supportive Environment in which Successes and Failures can be Evaluated Improve the Employees Understanding of their Roles in the Organization

24. Coach Maximize Individual Strengths for the Good of the Team Help Individuals Overcome Personal Obstacles Teach New Skills and Competencies for the Good of the Team Prepare Individuals for New Responsibilities and Opportunities

25. Team Builder Understand the Facility Mission Define the Team’s Purpose Set Realistic Goals Define the Measures of Success Clarify Roles & Responsibilities

26. Facility Types and Ownership Traditional For Profit Resort

27. Traditional Clubs Traditional Golf Skills Human Relations Skills Business Skills Leadership Skills

28. For Profit Clubs Business Skills Human Relations Skills Traditional Golf Skills Leadership Skills

29. Resorts Human Relations Skills Leadership Skills Traditional Golf Skills Business Skills

30. The PGA Certified Professional Program 2.0 Advanced Education Career Paths General Management Executive Management Golf Operations Instruction Ownership Leasing Retail Certifications Available General Management Golf Operations Instruction Player Development Certified Professionals are Eligible to Pursue PGA Master Professional Status

31. QUESTIONS? Gm.sbcc@verizon.net (941) 355-7658