Communication
and Escalation
Strong partnerships are built on clear and frequent communications
At PSG, we maintain regular dialogue with personnel and clients to support transparency, responsiveness, and operational oversight. Our teams are briefed on site-specific protocols and adapt to internal expectations. We step in where needed, whether that be assisting with close-of-trade procedures, supporting operational handover, or flagging issues before they escalate.
Personalised, Above and Beyond Service
Effective communication is necessary in keeping all parties informed and aligned. At PSG, we maintain regular dialogue with personnel and clients to support transparency, responsiveness, and operational oversight.
Each venue operates differently. Our teams are briefed on site-specific protocols and adapt to internal expectations. We step in where needed, whether that be assisting with close-of-trade procedures, supporting operational handover, or flagging issues before they escalate.
USPs
Hands-On Support
PSG’s Senior Leadership Team remains directly involved across all areas of operation, including governance, client engagement, and regular site attendance. We cultivate a culture of clarity and alignment by prioritising knowledge-sharing and operational visibility. This results in timely decisions, unified action, and dependable performance across venues.
Proactive Comms
Clients benefit from clear and timely communication at every stage. Our team provides operational updates without needing prompting and identifies emerging issues before they escalate. All procedures are clearly documented and followed according to priority, with 24/7 support in place for urgent requests, changes, or incidents.
Patron Interaction
Our team is trained not only in safety protocols but also in respectful and professional guest engagement. From welcoming patrons to managing issues discreetly, we recognise that every interaction reflects your brand. As a result, ore guards emphasise constant visibility, approachability, and conduct in order to enhance the overall guest experience.
We follow a strict escalation procedure
1) Incident Raised
All incidents are immediately reported to the relevant manager for assessment and oversight.
2) Notification Issued
The client is promptly informed of the issue, known facts and any immediate actions taken.
3) Remedial Action
The manager initiates corrective measures to resolve the issue and prevent further impact.
4) Client Report
A formal report is provided to the client outlining the incident, response, and resolution.
5) Follow-Up
Required improvements are implemented to ensure there is no repeat issue.
Escalation Procedure
1) Incident Raised
All incidents are immediately reported to the relevant manager for assessment and oversight.
2) Notification Issued
The client is promptly informed of the issue, known facts and any immediate actions taken.
3) Remedial Action
The manager initiates corrective measures to resolve the issue and prevent further impact.
4) Client Report
A formal report is provided to the client outlining the incident, response, and resolution.
5) Follow-Up
Required improvements are implemented to ensure there is no repeat issue.
24/7 Control Room
Our Control Room operates around the clock to coordinate staffing, respond to incidents, and support field operations in real time. Staffed by trained professionals and backed by integrated digital systems, it ensures uninterrupted service, immediate assistance, and a central point of oversight for all active sites.
Looking for a change?
Whether you’re rethinking your current provider or simply want a more responsive, capable service partner, We offer a smarter approach to venue security and guest care. Speak with our team today and discover why Sydney’s most respected venues choose PSG Hospitality.
Training and Innovation
We invest in ongoing training and emerging technology to elevate performance across all roles. From frontline capability to compliance systems, we embrace innovation that strengthens outcomes, reduces risk, and improves the everyday experience.
24/7
Control Room
Our Control Room operates around the clock to coordinate staffing, respond to incidents, and support field operations in real time. Staffed by trained professionals and backed by integrated digital systems, it ensures uninterrupted service, immediate assistance, and a central point of oversight for all active sites.
Training
and Innovation
We invest in ongoing training and emerging technology to elevate performance across all roles. From frontline capability to compliance systems, we embrace innovation that strengthens outcomes, reduces risk, and improves the everyday experience.