The master's thesis examines the digitalisation of processes in the hospitality industry, focusing on the development and impact of a self-ordering and payment system using QR codes. The central issue addressed is the optimisation of service efficiency and the enhancement of the user experience for guests in establishments with a high volume of visitors. In the theoretical section, we analysed the current situation in the Slovenian market, compared it with competing solutions, and designed a sustainable business model based on a commission system and the provision of additional digital services for caterers.
The experimental section describes the development of the minimum viable product of the ordering and payment system. The platform was developed using the WordPress environment and the WooCommerce framework, where we created a responsive single-page web application using asynchronous AJAX processes and Gemini Pro artificial intelligence. The technical implementation includes an advanced loyalty system with gamification, secure tokenisation of payment cards via the Revolut processor, an interactive analytics centre for providers, and a dedicated adaptation for use in self-service kiosks. Through a survey of guests and employees, we verified the expectations of target groups and identified key metrics for assessing the suitability of locations for system implementation. The results confirm that the digital ordering system reduces staff workload, shortens table turnover time, and promotes long-term guest loyalty through gamification. By improving the experience and benefits for guests, while also making the work of hospitality employees easier, the developed system has a positive impact on all parties involved in the hospitality industry, thereby contributing to a better user experience.
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