Tucked away in Eastbourne, a central stop in the UK dining scene, .gr/eat Greek Cuisine offers something that feels both familiar and refreshingly elevated. Known for its vibrant take on traditional Greek flavours, the venue blends authenticity with a contemporary edge, creating a space where guests can experience everything from casual dining to special celebrations. At the centre of it all is owner Vasiliki Kotsiou, whose passion for Greek hospitality and attention to detail has shaped the restaurant into a standout destination.
From the moment guests walk through the doors, there’s a clear focus on experience, warm service, thoughtful menus and an atmosphere that invites people to stay a little longer. But behind that seamless front-of-house experience lies a business that, like many in hospitality, has had to navigate the increasing demands of modern dining.
To understand how .gr/eat has evolved its operations and enhanced its guest journey, we spoke with Vasiliki Kotsiou about the challenges they faced and how Now Book It has become an integral part of their growth.
“We’ve always wanted to create a place where people feel like they’re part of something, not just coming in for a meal but for an experience, but delivering that consistently, especially as we’ve grown, comes with its challenges.”
Balancing guest expectations with operational efficiency
Like many busy hospitality venues, .gr/eat faces the ongoing challenge of managing bookings, guest expectations and operational efficiency all at once. As demand grows, so does the complexity of delivering a seamless experience.
One of the biggest pressures comes from managing reservations, particularly when it comes to larger groups and peak dining periods. Without the right systems in place, this can quickly lead to uncertainty around table allocation, last-minute cancellations and inconsistent communication with guests.
For .gr/eat, large group bookings were a key area of concern. While they represent valuable revenue opportunities, they also come with higher risk. No-shows or late cancellations can leave significant gaps in service, impacting both revenue and staff planning.
“Group bookings are incredibly important for us, but they can also be unpredictable, If a large table doesn’t show up, that’s a big impact on the night. We needed a way to manage that risk without creating friction for the guest,” said Vasiliki.
At the same time, communicating event details clearly to guests was another challenge. Special occasions like Valentine’s Day or themed dining experiences require more than just a standard booking, guests want to know exactly what they’re signing up for.
“In the past, there could be confusion around events, what’s included, what the setup is, what guests should expect, we wanted to make that process clearer and more structured.”
On top of that, the team was also looking for ways to increase revenue beyond standard bookings. Like many venues, they recognised the potential of gift cards but needed a streamlined way to manage and promote them effectively.
“We knew gift cards were valuable, especially during peak seasons, but we didn’t have a system that made it easy to track or push them consistently.”
Turning challenges into opportunities with Now Book It
Implementing Now Book It gave .gr/eat the tools to take control of these challenges and turn them into opportunities for growth.
One of the most impactful features for the venue has been the ability to automate pre-authorisations for larger group bookings. Instead of relying on manual follow-ups or taking risks on high-value reservations, the system ensures that guests provide a level of commitment upfront.
“The pre-authorisation feature has been a godsend for us, it gives us confidence in our bookings and significantly reduces the risk of no-shows, especially for larger groups.”
“For events like Valentine’s Day, it’s made everything so much easier. Guests can see exactly what they’re booking, and we can structure the entire service around that. It removes uncertainty on both sides.”
Then there’s gift cards, a feature that has quietly become a strong revenue driver for the venue. In 2025 alone, .gr/eat sold over 30 gift cards, with each one representing not just a guaranteed future visit, but an opportunity to increase spend.
“Gift cards have been fantastic for us, The guests who come in with them are already committed to the experience, and more often than not, they spend beyond the value of the card.”
On average, those guests are spending 20–30% more than the original gift card amount, turning what starts as a fixed purchase into a higher-value dining experience.
“It’s not just about the initial sale, It’s about bringing people through the door who are excited to be here and ready to enjoy everything we offer,” explained Vasiliki.
Driving growth while enhancing the guest experience
At its core, the impact of Now Book It on .gr/eat Greek Cuisine comes down to balance – balancing operational efficiency with exceptional guest experience.
By reducing administrative workload, the platform allows the team to focus more on what they do best: delivering memorable dining experiences. At the same time, it provides the structure and insights needed to drive smarter business decisions.
“We’re able to spend more time with our guests and less time worrying about the backend, that’s made a huge difference to how we operate day to day.”
The measurable results speak for themselves. Reduced no-shows through pre-authorisation, increased revenue through events and pre-payments, and higher guest spend driven by gift cards all contribute to a stronger, more resilient business.
But beyond the numbers, there’s also a sense of confidence that comes with having the right systems in place.
“We feel much more in control now, everything is more organised, more transparent and easier to manage,”
For a venue built on hospitality, that confidence translates directly into the guest experience.
“When everything runs smoothly behind the scenes, it shows on the floor, guests can feel that everything is taken care of.”
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