An Ontology Proposal for Implementing Digital Twins in Hospitality: The Case of Front-End Services

Abstract

The implementation of Digital Twins (DTs) in hospitality facilities represents a significant opportunity to optimize front-end services, enhancing guest experience and operational efficiency. This paper proposes an ontology-driven approach for DTs in hotel reception areas, focusing on integrating IoT devices, real-time data processing, and service optimization. By modeling interactions between guests, receptionists, and hotel management systems, DTs enhance resource allocation, predictive maintenance, and customer satisfaction. Simulations and historical data analysis enable forecasting demand fluctuations and optimizing check-in/check-out processes. This research provides a structured framework for DT applications in hospitality, validated through scenario-based simulations, showing significant improvements in check-in time and guest satisfaction. Validation was conducted through scenario-based simulations reflecting real-world operational challenges, such as guest surges, room assignment, and staff workload balancing. Metrics including check-in time, guest satisfaction index, task completion rates, and prediction accuracy were used to evaluate performance. Simulations were grounded in historical hotel data and modeled typical peak-period dynamics to ensure realism. Results demonstrated a 25–35% reduction in check-in time, a 20% improvement in staff efficiency, and significant enhancements in guest satisfaction, underscoring the practical value of the proposed framework in real hospitality settings.