Case Studies
Houston’s A’dor Kitchen & Cocktail Turns Tables Faster with Otter
A great atmosphere is crucial for any restaurant, but vibes aren’t easy to get right. Without a good way to organize meals, service, and staff, dining rooms get chaotic – and eaters get upset. To learn more about what makes an inviting atmosphere, we spoke to one of the most inviting restaurants we know. A'dor Kitchen and Cocktail is Houston’s leading hookah bar, and a powerhouse for crafting fun, memorable customer experiences. They’re also one of our top Digital Dine-In users, and their expertise in engaging eaters is clear.
Understanding staff members who manage restaurant atmosphere directly is important, so we called on A’dor’s Operations Manager, Ralph Breda. During our conversation, Ralph brought us through A’dor’s values and clientele, and described why strong dining experiences matter so much. He also discussed the role that tech plays in establishing atmosphere, and why the right solutions make all the difference. Read on to learn what this Houston icon values in making customers happy – and in earning steady dine-in profit.
Tell us about A’dor. How did the restaurant get started?
Ralph: A’dor Kitchen and Cocktail is a concept where we serve hookahs, drinks, food, you know. It’s just a lively neighborhood concept. People from all walks of life are able to come in and just be themselves. They won’t have to spend an arm and a leg. It’s very affordable. People just love coming here, especially our regulars. This Labor Day weekend makes four years since we’ve been open.
How did you get involved with A’dor?
I knew [Ador’s owners] from years ago. We used to work in the promotional side of the nightlife industry together. I linked up with them years later to become their Operations Manager. I’ve been here almost a year.
What made you interested in Otter?
I brought the idea of Otter in because of our crawfish man. His name is Harold, and he runs a business called Krawfish2geaux. He was seeing how effective Otter was and how he was, you know, making gains. Seeing how systematic and easy-going the program was, I said, well, let me do the same thing.
What was A’dor’s service like before Otter? What challenges did you face?
Before Otter came in, everybody would basically look for the hookah man [server]. It would be hard to find them. They would use Cash App and stuff like that. We wanted to get away from that. We had to come up with a system that was going to meet our needs. I wanted an automated system that made it easier for customers to place orders. I didn’t want people having to look for their server – in the customer service aspect of trying to be efficient. When I say efficient, [Dine-In is] very much efficient. I’m very satisfied with it.
What was your Otter onboarding experience like?
It was a smooth process in the beginning. We had problems with the printer and stuff like that, but we got that squared away. It was just a printer – it was a headache, but it was pretty smooth and easy-going once it was fixed. Man, it was great in the end – I mean, it’s one of the best investments that I’ve made. And I can advocate for it if you’re trying to run a system like that, especially for hookahs.
How does A’dor’s staff use Digital Dine-in?
So we have something on the table that has a [QR] food menu and a hookah menu. It’s sticky and plastered to the table. Basically, that’s how the customer is able to order – with QR codes. They have the QR codes, scan them, and select everything they want. To checkout, they use Apple Pay, cash, or credit card.
Then, the ticket comes back to the hookah room. We put it up on the little board we have, and we fulfill the order. We take the ticket to the table, and we punch holes in it. It’s very systematic.
What did A’dor’s staff first think of Digital Dine-in?
At first, our hookah people didn’t like it, because it was something brand new. I had to go back-and-forth with them and advocate for it, and emphasize why it’s better for our accounting purposes. It’s better for our system purposes and customer service purposes, too.
Our staff ended up liking it in the end, because they were still able to get tips and stuff like that. At first, I think they felt like, you know, people were not going to tip, and that wasn’t the case.
What do A’dor’s customers think about Digital Dine-in?
To be honest with you, my customers didn’t have any problem with it. Every once in a while, we had an issue with Apple Pay and stuff like that, but those are things that were worked out. Other than that, we don’t have any problems, and we don’t think we will. Our goal is to continue to not have any problems.
How has Digital Dine-in helped your business grow?
I mean, it’s helped it dramatically. It’s helped dramatically, because we’re able to use the emails of the people who come in. And we’re able to efficiently take those emails and send out flyers and stuff, and connect with our customers.
What do you like most about Digital Dine-in?
I will say that Digital Dine-in is what we’re proceeding with. I think there are a lot of benefits to it. And I just feel like at the end of the day, it’s one of those things where you know, hey, you’ve got to go with Digital Dine-in. It’s like what they say: you’ve got to progress with the times. Digital Dine-in is one of the things that’s progressed with the times. I definitely would advocate for it.
How would you describe Digital Dine-in to a fellow restaurant owner?
I’d basically explain to them the difference between somebody looking for a server and being able to order on your phone instantly. You’re able to get your food in no time – in an efficient amount of time. I’d say apply more labor to using automated systems like Otter to reduce customer wait times and improve customer service.
Would you recommend Digital Dine-in to other restaurants and hookah bars in your area?
I definitely would.
What’s one thing your customers love most about coming to A’dor?
Just the friendly environment, you know? Being able to be themselves. Not having to spend an arm and a leg just to have a good time.
That’s why eaters adore A’dor!
The next time you’re in Houston, don’t settle for restaurants with sub-par service and atmosphere. Visit A’dor for Texas’ best hookah bar and cocktail lounge, and enjoy a space where you can be yourself. Through a dedication to its customers and the efficiency of Digital Dine-in, A’dor has earned its place atop Houston’s nightlife. Follow A’dor’s example, and you’ll find that enhancing customer loyalty – and dine-in revenue – isn’t as hard as it seems.
🌐 Stay in touch with Ralph and his team on A’dor’s Instagram, Facebook, and website pages!
