P27 Daily Room Cleaning Cycle (Occupied Rooms) - Notes

Date: 2026-05-20 Process: process_hotel_national_p27_daily_room_cleaning_cycle_occupied_rooms.bpmn

Local hotel context used

• Hotel National Zermatt has 54 rooms and a dedicated housekeeping lead (gouvernante) visible in the published team structure, which supports a supervised stayover-cleaning cycle.
• This process is distinct from P28 departure turnaround: P27 covers occupied stayover rooms that must be refreshed without disrupting the guest stay.
• The model assumes daily service remains a normal operating pattern unless the guest explicitly signals Do Not Disturb or declines service.

Source-backed references

• Hotel National Zermatt listing: room inventory and standard hotel operations context. https://zermatt.swiss/en/p/hotel-national-zermatt-01tVj000007A86jIAC
• Housekeeping SOP guidance: stayover cleaning should follow a specific occupied-room routine, with DND and guest-request handling as distinct cases. https://www.luxops.fr/en/housekeeping-sop
• Stayover cleaning guidance: knock-and-announce protocol, careful handling of guest belongings, and limited linen change unless soiled or requested. https://www.workprocedures.com/blog/hotel-housekeeping-sop-hospitality
• DND handling guidance: do not enter DND rooms, record the status, and if still unresolved by later afternoon make a controlled follow-up contact rather than forcing service. https://cellypso.com/en/knowledge-base/hospitality/housekeeping-sop/

Modeling assumptions applied

• The trigger is the morning occupied-room service window opening, not a guest message.
• Housekeeping Desk starts from the occupied-room list plus traces such as VIP rooms, make-up-room requests, DND, and prior guest complaints.
• If a room is DND or the guest asks for later service, the attendant records a revisit slot and loops back once before the end-of-shift cutoff.
• If service still cannot be completed by cutoff, the room is marked deferred with a trace for Front Office / the next shift rather than forcing entry.
• Linen/amenity replenishment needed for the room is treated as part of the stayover service outcome, while larger stock logistics remain in P30.
• Maintenance defects found during cleaning are logged for follow-up rather than fully resolved inside P27; that escalation belongs in the maintenance processes.