When Chase Inns took over The Queen’s Head, Chesham in August 2023, Director Paul Marsh saw more than just a beautiful 16th-century pub. He saw an opportunity to use smart booking technology to put the pub on the map and transform sales.
“A pub website without a booking system is a missed opportunity. You simply can’t afford not to take bookings online anymore.” – Paul Marsh
Booking at the click of a button
The first priority was to embed a booking system into the pub’s website, integrated directly with Google. Now, anyone searching “pub near me” in Chesham can reserve a table instantly through Google itself.
“It’s frictionless and powerful,” says Paul. Guests receive confirmation straight away, and after dining they’re prompted to leave a review. With hundreds of four- and five-star reviews boosting visibility, The Queen’s Head now consistently tops local search results — marketing the team doesn’t have to pay for.
Sales doubled in less than a year
The impact has been remarkable. Younger customers in particular, who prefer to book online rather than call, now find the pub instantly and secure a table with a click. Within 11 months, weekly and monthly sales have more than doubled, pushing the pub’s MAT (Moving Annual Total) over £1 million.
Paul says: “When you break it down — even at the cost of a pint a day — the return on investment is huge. We’ve seen bookings drive visibility, visibility drive footfall, and footfall drive sales.”
Beyond bookings: making it seamless
Other tools have supported this success. A modern EPOS system with handheld devices speeds up ordering and payments, while Slack keeps staff aligned on reviews and service. A loyalty scheme rewards returning guests, while tools like TalkBox send friendly nudges if someone hasn’t visited in a while. But for Paul, these are all enhancements around the central engine of online booking.
Same again
The success of The Queen’s Head has now been followed at The Cross Keys in Great Missenden in Great Missenden, the next Chase Inns pub which has also embraced integrated booking systems to strengthen its online presence and attract new customers.
The bottom line
Paul sums it up simply: “Bookings are no longer optional. If you’re not visible where people are searching, you’re losing business. Integrated systems make life easier for your team, but it all starts with letting people reserve a table effortlessly.”
For The Queen’s Head, putting bookings front and centre has been a true game-changer — proving that even the most traditional pubs can thrive in a digital-first world.