{"id":31160,"date":"2026-04-16T23:15:05","date_gmt":"2026-04-16T13:15:05","guid":{"rendered":"https:\/\/www.nowbookit.com\/850-bookings-in-one-month-how-now-book-its-sadie-ai-is-driving-real-results-at-box-hill-rsl\/"},"modified":"2026-06-08T22:23:37","modified_gmt":"2026-06-08T12:23:37","slug":"850-bookings-in-one-month-how-now-book-its-sadie-ai-is-driving-real-results-at-box-hill-rsl","status":"publish","type":"post","link":"https:\/\/www.nowbookit.com\/en-us\/success\/850-bookings-in-one-month-how-now-book-its-sadie-ai-is-driving-real-results-at-box-hill-rsl\/","title":{"rendered":"850+ bookings in one month: How Now Book It drives real results at a community-focused hospitality venue"},"content":{"rendered":"\t\t
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Box Hill RSL\u00a0located\u00a0in Melbourne Australia,\u00a0has always been more than just a place to dine. While\u00a0it\u2019s\u00a0grounded in tradition and community, it has evolved into a busy local hub where guests gather for weeknight meals, celebrations, events, and everything in between.<\/span>\u00a0<\/span><\/p>

It\u2019s\u00a0the kind of place where regulars are recognized, families return often, and the atmosphere feels genuinely welcoming. That sense of connection is central to the experience, and\u00a0it\u2019s\u00a0something the team works hard to preserve.<\/span>\u00a0<\/span><\/p>

But with that loyalty comes scale. Thousands of guests come through the doors each month, and the venue manages more than 3,000 reservations on a regular basis. For a team committed to delivering personal service, keeping up with that level of demand, especially over the phone, was becoming increasingly challenging.<\/span>\u00a0<\/span><\/p>

Marketing and Compliance Manager Rachael Forsyth\u00a0has\u00a0played a key role in shaping how the venue has responded to these challenges, with the results highlighting exactly what the right technology can unlock.\u00a0That\u2019s\u00a0what\u00a0ultimately led\u00a0the team to implement\u00a0Now Book It, along with its AI receptionist,\u00a0Sadie.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"boxhill1\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Managing high call volumes without losing the personal touch <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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If\u00a0you\u2019ve\u00a0worked in hospitality, the scenario is instantly familiar.\u00a0It\u2019s\u00a08pm on a Friday night. The dining room is full, meals are heading out, guests are arriving, and the phone keeps ringing.<\/span>\u00a0<\/span><\/p>

For this venue, that\u00a0wasn\u2019t\u00a0an occasional spike, it was constant. Guests were calling to make reservations, plan celebrations, or ask about upcoming events, while front-of-house teams were simultaneously managing in-person service.<\/span>\u00a0<\/span><\/p>

In the U.S., this kind of pressure is common across the industry. According to the\u00a0National Restaurant Association, restaurants continue to\u00a0operate\u00a0with tight\u00a0labor\u00a0resources while guest expectations for responsiveness remain high.<\/span>\u00a0<\/span><\/p>

\u201cThe phone would constantly be going,\u202fespecially\u202fduring peak periods, our team would be juggling in-person enquiries, service\u202fneeds\u202fand incoming calls. It creates pressure, and\u202fit\u2019s\u202fnot ideal for the guest experience either,\u201d said Rachael.<\/span>\u00a0<\/span><\/p>

Every call\u00a0matters, but when staff are pulled away from the floor to answer the phone, service can quickly become stretched. Guests may be left waiting, and the overall experience can suffer.<\/span>\u00a0<\/span><\/p>

There was also the challenge of after-hours demand. Like most venues, there are no staff onsite overnight, but that\u00a0doesn\u2019t\u00a0stop guests from wanting to book.\u00a0<\/span>\u00a0<\/span><\/p>

Missed calls\u00a0don\u2019t\u00a0just mean missed interactions, they\u00a0represent\u00a0missed revenue.\u00a0<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Turning 2,000 incoming calls to 850 confirmed bookings <\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Introducing Sadie AI marked a turning point.\u00a0In a single month, the AI receptionist handled more than 2,000 incoming calls. Instead of calls going unanswered during busy periods or rolling over to voicemail after hours, every guest was met with an immediate response.<\/span>\u00a0<\/span><\/p>

More importantly, those conversations translated into real bookings. From those 2,000 calls, Sadie secured more than 850 confirmed reservations.<\/span>\u00a0<\/span><\/p>

\u201cThe AI receptionist has been a standout feature for us,\u202fthe fact that 540 of those bookings were made after hours really highlights the value, that\u2019s revenue we simply wouldn\u2019t have captured in the same way before.\u201d\u202f\u202f<\/span>\u00a0<\/span><\/p>

This aligns with broader U.S. consumer\u00a0behavior, where immediacy is increasingly expected\u00a0and customers expect fast, seamless interactions with businesses, regardless of the time of day.\u00a0By ensuring every call is answered and every opportunity captured, Sadie helps bridge that gap without adding pressure to the team.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\"Boxhill-CaseStudy-Stats2\"\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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Less phone time, more floor time<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Beyond capturing after-hours demand, the most noticeable impact has been during peak service.<\/span>\u00a0<\/span><\/p>

When Sadie answers incoming calls, staff are free to stay focused on the guests in front of them. Reception teams can manage arrivals more smoothly, and managers are no longer pulled away mid-service. The overall flow of the venue improves as a result.<\/span>\u00a0<\/span><\/p>

The time savings alone are significant. If each call takes an average of three minutes, 2,000 calls equate to\u00a0roughly 100\u00a0staff hours in a single month.\u00a0That\u2019s\u00a0time that can be redirected back into delivering great in-person experiences rather than managing the phone.<\/span>\u00a0<\/span><\/p>

Unlike traditional call handling, Sadie\u00a0remains\u00a0consistent regardless of volume. There are no missed details, no hold times, and no need for callbacks. Guests can call at any time and secure a reservation instantly.<\/span>\u00a0<\/span><\/p>

While Sadie AI plays a key role, it works as part of a broader booking system designed to support both guests and staff.<\/span>\u00a0<\/span><\/p>

With more than 3,000 reservations each month, the venue relies on Now Book It to provide a seamless experience across all booking channels. Guests can reserve tables online with real-time availability and instant confirmation, while phone bookings flow directly into the same system.<\/span>\u00a0<\/span><\/p>

\u201cWe have much greater visibility and control over bookings now,\u202fthat data helps us plan staffing, promotions and events more effectively,\u201d explained Rachael.\u00a0<\/span>\u00a0<\/span><\/p>

For a venue that hosts a mix of everyday dining, group bookings, and\u00a0special events, having everything connected in one place reduces friction and removes the need for manual processes.\u00a0<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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\u201cIn a busy hospitality landscape, staying responsive and efficient is essential, Now Book It\u2019s online booking platform and Sadie AI has allowed us to do that without compromising who we are.\u201d <\/h3>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

To understand how Box Hill RSL refined its booking operations without losing its community feel, we spoke with Marketing and Compliance Manager, Rachael Forsyth, who has helped lead operational improvements across the venue. <\/p>\n","protected":false},"author":21,"featured_media":31157,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[1150],"tags":[1251,1252,1214,1244],"class_list":["post-31160","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-success","tag-ai-reservation-system","tag-box-hill-rsl-case-study","tag-online-booking-system","tag-sadie-case-study"],"yoast_head":"\n850 Bookings in One Month: Box Hill RSL's Sadie AI Success Story<\/title>\n<meta name=\"description\" content=\"Around-the-clock booking support helped Box Hill RSL convert more enquiries into confirmed reservations while easing pressure on 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