Nestled in the vibrant heart of Crows Nest on Sydney’s Lower North Shore, Small Bar has been a beloved neighbourhood wine bar for over a decade.
It’s a place known not just for its great wine and easy-going charm, but for the genuine care that goes into every detail. From adjusting the lighting and fine tuning the music to reshuffling the seating or refreshing the menu, everything is done with one goal in mind – creating the best possible experience for their customers.
Their philosophy is simple: make people feel comfortable, valued, and at home.
The venue’s wine list is thoughtfully curated with crowd pleasers, small batch gems, and a few offbeat favourites, whilst the food menu is built around delicious, easy to love plates that pair beautifully with whatever’s in your glass.
The vibe is warm, professional, and always relaxed, so whether it’s your first visit or your fiftieth, you’ll feel right at home.
Now Book It caught up with Oscar Lenden, Small Bar’s Director and Operations Manager, to chat about how they use the reservation platform and Sadie AI to streamline bookings & grow revenue.
Keeping every guest (and dollar) from slipping through the cracks
Running a venue like Small Bar means constantly juggling a hundred little things, often all at once.
From prepping the space and briefing the team, to updating menus, setting the vibe, and greeting regulars by name, the to do list never really ends. It’s all part of creating that warm, welcoming experience guests love, but it also means some things inevitably get missed.
“We were just so flat out, if the phone rang at the wrong time, we couldn’t always get to it and that’s money walking out the door,” said Oscar.
And it wasn’t just the odd missed call, it was missed bookings, missed functions, and missed opportunities to make guests feel taken care of before they even arrived. When your whole brand is built around putting people first, it’s frustrating to know someone tried to connect and couldn’t get through.
In today’s economy, where margins are tight and competition is everywhere, those missed calls don’t just hurt feelings; they hurt the bottom line. Every seat counts, and every first impression matters more than ever.
How Sadie, AI Receptionist, saves the team time and catches every call
Since bringing Sadie, Now Book It’s AI receptionist, onto the team, life at Small Bar has gotten a whole lot easier, and noticeably more efficient.
In just one month, Sadie answered 259 calls that would have otherwise gone unanswered during peak service hours, when the team is usually flat-out pouring wines, taking orders, and making sure guests are having a great time.
Those calls weren’t just about directions or opening hours, they translated to over $4,000 worth of bookings, all secured without the team lifting a finger and all for a fraction of the cost – a clear win for the bottom line and a massive return on investment.
“Sadie doesn’t take breaks, and never misses a call. She just handles it, politely, professionally, and always in our tone of voice,” said Oscar.
Whether it’s a customer checking availability, confirming a large group booking, or just asking a quick question, Sadie responds instantly and keeps the wheels turning even when the team’s hands are full. It’s like having an extra staff member on call 24/7, one who’s never overwhelmed, always reliable, and never forgets to follow up.
For a venue that prides itself on customer experience, having Sadie on the front line ensures guests feel looked after from the very first interaction, even before they step through the door.
Constantly learning, listening, and winning over Small Bar’s guests
Sadie AI might not be pouring drinks or polishing wine glasses, but she’s quickly become an irreplaceable part of the Small Bar team. More than just easing the workload, Sadie is constantly learning and evolving, getting sharper and more in tune with the venue’s unique vibe and needs every single week.
With every call and booking, she picks up more about Small Bar’s personality, menu, and customer preferences, answering questions with pinpoint accuracy and delivering flawless, friendly customer service every time.
“Sadie has genuinely changed our business. I’ve been hugely impressed with how she’s evolved, handling bookings and calls with more confidence and nuance week by week. She’s not just answering the phone, she’s representing our brand exactly as we would want.” explained Oscar.
For a team that prides itself on personal connection and hospitality, watching their AI receptionist grow and learn has been an unexpected but exciting experience.
The booking system that gets hospitality
Beyond the addition of Sadie AI, taking simple table bookings used to feel like a constant juggling act for the Small Bar team. Between double bookings, clunky paper diaries, and the lingering worry that special table requests might slip through the cracks, managing reservations was more stressful than it needed to be.
“Taking bookings used to be a massive headache, but implementing Now Book It and going digital has made the whole process so much easier. No more chasing handwritten notes or flicking through old diaries. Now Book It is great, the functionality is solid, but more than that, it’s just makes sense.” Said Oscar.
Built by people in hospitality, for people in hospitality — Now Book It prides itself on how seamlessly it fits the way hospitality brains think and work. The flow is smooth and natural, the layout is clean and uncluttered, and everything feels incredibly intuitive.
There’s no overcomplicating things with unnecessary clicks or confusing menus, just a straightforward system that’s built to handle the fast paced, detail heavy world of hospitality.
“I love the flow, the simplicity, the way it’s laid out, it works the way hospitality works” Oscar explained.
With Sadie AI and Now Book It working seamlessly behind the scenes, Small Bar is not only booking more guests, but they’re also creating more time and more connection that keep their community coming back for another great night.
Now Book It tip: Sit under the fairy lights and order a Dirty Gin Martini paired with a Gilda, followed by the Jalapeno Poppers.
