Perched directly across from the sparkling sands of Malua Bay Beach, Raymond’s is more than just a modern Chinese restaurant, it’s a story of resilience, family and evolution. After tragically losing the original venue in the 2019 bushfires, the team rebuilt during the uncertainty of COVID in 2020, returning stronger and more determined than ever to serve their community.
Today, Raymond’s is known for its vibrant, modern take on Chinese cuisine and loyal following of locals and holidaymakers alike. At the helm of day-to-day operations is Restaurant Manager Emily Ng, who stepped in to modernise the systems behind the scenes while keeping the heart of the family business intact.
“My mum did everything very old school before I took over, all orders were hand written and bookings were taken in a yearly diary. Hot mess, really,” said Emily.
When the venue reopened, Emily knew that if Raymond’s was going to thrive, especially in a seasonal coastal town, they needed systems that could handle serious demand without burning out the team. That’s where Now Book It, and more recently Sadie AI receptionist, stepped in.
“Honestly, I just wanted something seamless, something that made life easier for us and for our guests.”
From paper diaries to peak season chaos
Operating in a regional coastal town comes with its own unique rhythm. For much of the year, Raymond’s enjoys steady local trade, but come summer – It’s a different story.
“Our biggest season is summer, hands down, the town fills up overnight and suddenly the phones don’t stop ringing.”
Before implementing Now Book It and Sadie AI, managing bookings during peak periods was overwhelming. Staff were constantly pulled off the floor to answer calls, scribble down reservations and manually confirm details. Missed calls were common. Double bookings were stressful. And tracking capacity during peak trading became a guessing game.
“In summer, you’d have staff trying to serve tables, run food and answer the phone at the same time, It just wasn’t sustainable,” explained Emily.
Beyond the pressure on staff, there was also the risk of lost revenue. When calls went unanswered, potential bookings were often gone for good. For a regional venue that relies heavily on seasonal trade, every reservation counts.
“We can’t afford to miss bookings, especially when those few big months really carry the year.”
On top of that, the old-school approach meant there was little visibility over booking trends, guest data or performance metrics. Growth was happening, but it wasn’t measurable.
Raymond’s needed a system that could handle high-volume enquiries, reduce pressure on staff and provide real business insight, without overcomplicating things.
The Sadie Effect: 33 hours saved and 120+ additional tables filled
The introduction of Now Book It streamlined online reservations almost immediately. Guests could book 24/7 through the website, reducing reliance on phone calls and eliminating manual diary entries. But the real game changer was Sadie AI, Now Book It’s AI-powered phone agent.
“We love the seamlessness of it, and the AI assistance has taken a massive toll off us, especially this summer.”
In just one month, Sadie AI saved the Raymond’s team over 2,000 minutes by answering incoming calls automatically. That’s more than 33 hours of staff time redirected back onto the floor, serving guests, managing service and focusing on the experience.
“That’s basically a full-time shift every week that we’ve gained back, instead of being stuck on the phone, the team can actually look after the people in the restaurant.”
During that same month, Sadie independently secured 120+ bookings over the phone. No missed calls, no waiting on hold, no scribbled notes.
“Before Sadie, if we missed a call, that booking was probably gone, now, every call gets answered. It’s like having another staff member, but one that never calls in sick,”
For a venue in a high-tourism area, after-hours enquiries are common. Holidaymakers often plan dinner late at night once they’ve arrived in town. With Sadie AI answering calls around the clock, Raymond’s captures bookings that would previously have slipped through the cracks.
“People love being able to call and book instantly, It feels personal, but it’s still efficient.”
The impact goes beyond time savings. With automated call handling, booking confirmations and real-time availability synced directly to the floor plan, errors have dramatically reduced.
“It’s just smooth, there’s no confusion, no double handling. It all just works together.”
And in a business rebuilt from the ground up after bushfires, that kind of operational stability matters.
Smarter system for better summers
With Now Book It fully embedded into operations, Raymond’s has moved from reactive to proactive. Capacity management is clearer, table allocations are automated and the team can forecast busy periods using reporting insights instead of guesswork.
“I can actually see what’s coming, we can prepare properly instead of scrambling.”
During peak summer months, that preparation is critical. Knowing exactly how many covers are booked, where gaps sit and when to expect surges allows the team to roster appropriately and manage stock more efficiently.
Staff morale has also improved ever since Raymond’s eliminated constant phone interruptions.
“You can see the difference in service, when staff aren’t stressed about the phone ringing, they’re more present with guests.”
That presence makes all the difference for a beachside restaurant that thrives on atmosphere and experience.
Year-round revenue with Now Book It Gift Cards
Raymond’s also leverages other Now Book It features to drive additional revenue streams. Gift cards have become a standout performer and in 2025 alone, Raymond’s sold $15,000 worth of gift cards through Now Book It.
“It’s such an easy add-on for us, especially around Christmas and Mother’s Day.”
What makes gift cards even more valuable is that recipients typically spend more than the voucher amount, on average around 20% extra. That means higher average transaction values and new guests discovering the venue.
The digital system means gift cards are processed, tracked and redeemed seamlessly, removing manual admin and reducing errors.
“Everything lives in one place, we’re not flicking between notebooks or spreadsheets anymore.”
The shift from handwritten diaries to AI-powered call handling is a mindset shift for Emily. The goal hasn’t changed—Raymond’s is still about community, quality food and ever welcoming hospitality. The difference is that now, the systems support that vision instead of hindering it.
Now Book It tip: Don’t look past their epic eggplant dish, people travel all the way just to order this!
