Case study · Food · Hospitality Sydney, NSW · 3 locations · 84 covers ea.

Lunch rush, solved. Reservation calls don't go to ring-out anymore.

Three locations across Sydney, a noon spike the host couldn't physically pick up through, and Yelp reviews that said 'tried to call, no answer.' IzzyOps took the phones. Booking conversion went up. So did the reviews.

The numbers

+42%

Reservation conversion

lunch hours

−81%

Lunch-hour ring-outs

across 3 sites

4.7★

Google rating

up from 4.3

Trattoria Mare Food · Hospitality

Situation

Three sites, one phone problem.

Noon-to-2pm spike — host physically can't pick up while seating walk-ins.
Calls were ringing out, going to voicemail (which nobody checked), or being answered with "can you call back?"
Yelp/Google reviews started flagging "no answer" — owner Marco Riggi was watching it tank his marketing.
POS (Lightspeed) and reservations (OpenTable) didn't talk. Manual reconciliation every night.

Solution

POS-integrated AI host on every line.

Custom Trattoria Mare persona — knows the menu, the specials, the allergens, the wine list.
Books directly into OpenTable across all three locations; respects each room's capacity rules.
Allergen hard-routing — gluten, shellfish, nut allergies always escalate to the kitchen for confirmation.
Hands off to a real human (Redial agent) for groups of 8+, private events, and dietary edge cases.
Multi-language — handles Italian and Mandarin reservations natively.

Outcome

After three months of running.

+42% reservation conversion in the lunch window.
−81% ring-outs during 11am–2pm.
Google rating climbed from 4.3★ → 4.7★ as "couldn't call" complaints disappeared.
Marco won 19 hours back per week — not on phones, on running the floor.
Yelp reviews mentioning the host experience: up 3×.

The integration that mattered

One system from the call to the bill.

The lift wasn't just the AI — it was finally connecting the call to the reservation to the POS. Booking flows into OpenTable, capacity respected, allergens flagged on the ticket the kitchen prints.

Lightspeed POS integration — bookings tagged with covers and pre-orders
OpenTable two-way sync — capacity, deposits, modifications
Allergen hard-routing — never auto-confirmed, always kitchen-confirmed
SMS confirmations in the caller's preferred language
Owner dashboard shows reservation funnel by site, by hour

Customer story

"My host couldn't physically answer the lunch-rush calls. We tried hiring a second host — couldn't keep them. IzzyOps doesn't get a lunch break. We're up 40% in lunch reservations and our Google rating is finally where it should be."

Marco Riggi

Owner · Trattoria Mare, Sydney

By the numbers