From Key Role to Core Infrastructure: Platforms as AI Enablers in Hospitality Management

The increasing complexity of managing maintenance activities across geographically dispersed hospitality facilities necessitates advanced digital solutions capable of effectively balancing operational costs and service quality. This study addresses this challenge by designing and validating an intelligent Prescriptive Maintenance module, leveraging advanced Reinforcement Learning (RL) techniques within a Digital Twin (DT) infrastructure, specifically tailored for luxury hospitality networks characterized by high standards and demanding operational constraints. The proposed framework is based on an RL agent trained through Proximal Policy Optimization (PPO), which allows the system to dynamically prescribe preventive and corrective maintenance interventions. By adopting such an AI-driven approach, platforms are the enablers to minimize service disruptions, optimize operational efficiency, and proactively manage resources in dynamic and extended operational contexts. Experimental validation highlights the potential of the developed solution to significantly enhance resource allocation strategies and operational planning compared to traditional preventive approaches, particularly under varying resource availability conditions. By providing a comprehensive and generalizable representation model of maintenance management, this study delivers valuable insights for both researchers and industry practitioners aiming to leverage digital transformation and AI for sustainable and resilient hospitality operations.