Located in a busy neighborhood in Sydney, Australia, Small Bar has built a strong local following over the years. With its laid-back vibe, thoughtfully curated wine list, and welcoming atmosphere, it’s the kind of spot where guests feel like regulars from the moment they walk in.
Behind the scenes, the team is always dialing in the details, from lighting and music to seating and service flow, all focused on delivering a standout guest experience. But like many small, high-volume venues, keeping up with demand, especially during peak hours, wasn’t always easy.
Director and Operations Manager Oscar Lenden spoke about how finding the right booking system for bars was key, specifically one that matched the same level of care they put into the guest experience. That’s when they turned to Know Book It and its AI receptionist, Sadie, giving the team a more streamlined way to manage online bookings and phone calls.
When missed calls means missed revenue
Running a busy bar means juggling a lot at once. Staff are pouring drinks, running food, greeting guests, and managing the floor, all while trying to keep the experience seamless.
“We were so busy that if the phone rang at the wrong time, we just couldn’t get to it—and that’s money walking out the door,” said Oscar.
It wasn’t just a few missed calls here and there. It meant missed reservations, missed group bookings, and missed opportunities to connect with guests before they even walked in.
Two-thirds of diners will move on to another venue if their call goes unanswered. For smaller venues, every missed call can directly impact the bottomline.
259 calls turned into $2.6k in just 30 days
After adding Sadie, Now Book It’s AI receptionist, the difference was immediate. In just one month, Sadie answered 259 calls that would have otherwise gone unanswered during peak service hours.
Those calls translated into over $2,600 in additional revenue, captured automatically without pulling staff away from the floor. For a limited capacity venue like Small Bar, that’s a massive revenue lift, especially considering the relatively low cost of implementing the system.
“Sadie doesn’t take breaks and never misses a call. She just handles it, politely, professionally, and in our tone of voice.”
Whether guests are calling to check availability, book a group, or ask a quick question, Sadie responds instantly. It’s like having a dedicated team member focused solely on reservations, one who’s always on, never overwhelmed, and consistently reliable.
More personal guest interactions
Sadie isn’t just answering calls, she’s constantly learning. With every interaction, she gets better at understanding the venue’s style, menu, and guest preferences.
Over time, that means more accurate responses, smoother bookings, and a more personalized experience for guests.
“Sadie has genuinely changed our business. She’s gotten better every week and handles calls exactly how we would,” said Oscar.
For a venue that prides itself on hospitality, having an AI receptionist that reflects the brand’s voice and personality has been a huge win.
Affordable restaurant booking software that just makes sense
Before switching to Now Book It, managing reservations felt more complicated than it needed to be. Paper diaries, double bookings, and manual updates created unnecessary stress for the team.
“Bookings used to be a headache. Now everything’s digital, easy to manage, and just makes sense,”
As an affordable restaurant booking software, Now Book It simplifies the entire process. Guests can book and update reservations themselves, while staff spend less time on admin and more time focusing on service.
The system is intuitive, clean, and built for the fast-paced reality of hospitality, no unnecessary steps, no complicated workflows, just a smooth experience that works the way restaurants and bars actually operate.
The bar that never sleeps, backed by a system that never stops
With Sadie and Now Book It working together, this neighborhood bar isn’t just capturing more bookings, it’s creating more time for what really matters: the guest experience.
By using a system that handles calls, streamlines reservations, and reduces admin, the team can stay focused on delivering the kind of atmosphere that keeps guests coming back.
And in a competitive market where every seat counts, that combination of efficiency and hospitality makes all the difference.