Hotel guest room cleaning in Tokyo, Kanagawa, Saitama and Chiba

Who this is for

Business, boutique, resort and capsule hotels, ryokan, hostels and serviced apartments. Hotel management companies, property managers, and minpaku operators with Hotel Business Act licences. Our client base includes hotels, restaurants, clubs and schools.

What we do

• Checkout turnover: 25–35 minutes per standard room
• Stayover service: 15–20 minutes
• Deep clean: 60–90 minutes
• One cleaner per standard room. More than one only for suites, multi-bedroom rooms and heavy restorative work
• Planning ratio: one cleaner for 14–18 checkouts or 20–25 stayovers in an 8-hour shift
• One supervisor for every 40–60 rooms

How we work

1. Walkthrough. A 30–45 minute site walkthrough is mandatory for recurring contracts. We ask for a room inventory by category with floor areas, floor plans and evacuation layouts, and your brand standard sheet.
2. Scope. Daily and weekly changes are handled with room credit sheets. Major structural changes need 14 days written notice.
3. Trial. New recurring clients start with a 60–90 day trial.
4. Daily. Every cleaner self-checks, then a supervisor inspects. All staff work under Global Access floor leads, in unified uniforms, to the same SOP.
5. Report. A daily shift report arrives at 16:30–17:00.
6. Review. A monthly executive quality scorecard comes as CSV or PDF.

What we use

• HEPA backpack vacuums (Makita, ProTeam) and carpet extractors (Kärcher Puzzi, Zao Sangyo)
• Steam cleaners (Kärcher SG, Dupray)
• Flat mops with double buckets (Rubbermaid HYGEN, Yamazaki Condor)
• Housekeeping carts (Teramoto, Rubbermaid)
• Chemicals from Kao Professional, Saraya Sanisuta, Ecolab and Diversey
• Colour-coded microfibre (red, yellow, blue, green), 8-fold, replaced per room
• Safety data sheets on file, GHS labelling and a PPE protocol
• Standard commercial neutral products aligned with EPA and MHLW guidance. An eco-certified tier (Green Key, Sakura Quality Green, ISO 14001) on request

Quality checks

• Two tiers: cleaner self-check, then supervisor inspection
• Self-check on 100% of rooms: a 2-minute Clockwise and Doorway scan
• Supervisor inspects 50–100% of checkout rooms and spot-audits 20–30% of stayovers
• A 40–50 point checklist across 6 zones. Pass threshold: 98% or higher
• Digital logging with Optii or RoomChecking, or a PMS-compatible tablet
• If a room fails: fix on site in 3–7 minutes, mandatory re-inspection, retraining
• Photos for VIP rooms, damage, lost property and flagged defects

How we handle problems

• Damage: work stops, the supervisor photographs it, and a digital incident report goes to the front desk and maintenance within 15 minutes. Guest or pre-existing damage is billed by the hotel. Damage caused by our staff is covered by Global Access.
• Missed item: immediate re-clean at no charge, with a 10–15 minute response.
• Guest complaint: 15 minute operational response, a formal debrief within 1 hour, and a written incident report by 17:00.
• Staff no-show: a 10–15% on-call relief pool. With 2 hours notice, relief is mobilised and VIP and early-arrival rooms come first. You are told by 09:00.
• Lost property: never moved off the property. Photographed in place, sealed in a pouch, logged, and handed to the front desk within 30 minutes. High-value items within 10 minutes, with dual signature.
• Emergencies: a 24/7 desk by phone and LINE, Slack or WhatsApp, run by a bilingual Operations Manager on Duty. Digital or phone response in 15 minutes, on site in 60–90 minutes for critical cases.
• Biohazard: contained fluids are handled in-house with spill kits and registered disinfectant. Severe cases go to a certified special-cleaning (特殊清掃) partner.

Staff and training

• About 70% direct staff and 30% vetted subcontracted staff
• Vetting: ID and residence card checks, reference and employment checks, integrity screening, NDA and asset protection
• Average experience 2–4 years. Over 75% have Tokyo or Kanto hotel experience. Leads have 3–5 years or more
• Supervisors are fluent in Japanese and English. Attendants speak conversational English and basic Japanese
• A 2-week programme: classroom (days 1–2), buddy shadowing (days 3–7), supervised solo work (days 8–10), then a certification exam. Nobody works alone before certification
• Insurance: facility and operational liability, and employer’s liability, both active

Scheduling and availability

• Recurring: 2–4 weeks notice. One-off: 3–5 business days
• Same-day: subject to capacity, 09:30 cut-off, contracted hotel partners only, at least 5 checkout credits, +20–30%
• 365 days a year. Day shift 09:00 to 15:30 or 16:00. Evenings and nights by arrangement
• Weekends and holidays fully available. No blackout dates
• Peaks: cherry blossom season, Golden Week, Obon, autumn foliage, year-end and New Year

Pricing

We price per room for standard rooms, per hour or day for public areas and deep cleans, or as a fixed monthly retainer for a turnkey service. Checkout rooms start from ¥1,400 per standard room (12–22 m²). Suites count as 1.5–2.0 room credits. Recurring contracts have a minimum of 15–20 room credits per cleaner shift. Travel is free in our core zone. Volume rebates of 3–5% and 7–10% apply at higher monthly room counts. Night work (22:00–05:00) is +25%. Linen and consumables are priced to suit your arrangement. Send the quote form for exact figures.

Contract and payment terms

• 12-month master agreement, renewing annually. One-off jobs use a work order
• Cancellation with 30 days written notice
• Invoiced monthly in arrears, with an itemised audit report
• Payment by bank transfer, due at the end of the following month. Qualified invoice (インボイス) compliant. Corporate card for ad-hoc and emergency jobs
• No deposit for established operators. First-time clients: a refundable one-month deposit or 50% prepayment
• If a room is disputed, we re-clean it free within 15 minutes. If it cannot be fixed before check-in, you receive a 100% credit. Failed rooms are never billed

Scope boundaries

• Included: appliance interiors (kettle, fridge, coffee machine), regular bin waste, surface grout wipe, balcony rail wipe and sweep, spot carpet extraction, pest detection and reporting, photo logging of repairs needed
• Quoted separately: specialist carpet treatment, bulky waste, deep balcony cleaning, public and common areas
• Excluded: high exterior windows, pest control, asbestos, hazardous or biohazard removal, structural mould remediation, repairs

Site requirements

• Walkthrough for recurring contracts. Optional for ad-hoc jobs if you send photos and a floor plan
• Dedicated service lift access 09:30–15:30 and a rear loading dock. On-site parking, or the nearest coin parking passed through at cost
• Usually no vacuuming before 10:00 or after 15:00 on occupied floors
• Master key or RFID card signed out daily at Security or the Front Office, with a dual-signature return, and a named contact on each shift
• A linen pantry, a janitorial sink with hot and cold water, chemical storage and a waste sorting point

Results and guarantees

• Standard: 98% or higher on the checklist before a room is released
• Arrival-ready guarantee: until guest check-in, or up to 24 hours for vacant rooms, plus a 2-hour grace period after check-in
• Re-clean is free. Before check-in we respond in 15 minutes and fix in 15–20. For in-house guests, 10–15 minutes. If it cannot be fixed, you get a 100% billing credit
• Before and after photos for every rectification, heavy stain, deep clean, VIP set-up and damage report
• Experience: 2 city business hotels (150+ rooms a day, 98.5%+ pass rate), 2 boutique or aparthotel operators, and many move-out and post-renovation jobs
• Example: a 45-room job with a 2.5-hour window. A 6-person relief team arrived in 45 minutes and finished 15 minutes early with no inspection failures

Frequently asked questions