Tuesday November 12, 2024
The most wonderful time of the year is just around the corner! Online shopping has become a popular way to find the perfect gift while saving time and avoiding crowded malls—all from the comfort of your home. But, with the convenience of online shopping comes the inevitable question: “Will it arrive on time? Will it arrive safely?”That’s where the front desk staff in your high-rise buildings come in. “Larger properties are getting over 100 packages a day and during the holidays that number can skyrocket to between 250 and 300,” explained Jeff Edelstein, director of Residential Hospitality at FirstService Residential. “Logging those packages and managing that process can be a full-time job. Every building is unique, but all follow the same procedures as much as possible regarding packages: log them in, store them securely, get them delivered.”
Further complicating package management and tracking within a high-rise are the expansive set of delivery companies themselves. “The United States Postal Service will generally only make one delivery within a building, and that tends to be to the mailroom. Amazon also uses UPS. Other companies use DHL or FedEx,” Edelstein said. “So, they all arrive at different times, and maybe not all to the same part of the building, if your building has a mail room and a loading dock receiving area.”
Fortunately, recent technological advancements have made it easier to handle these increased demands. Many buildings are installing Amazon lockers and similar package management systems, allowing residents to retrieve packages at their own convenience.
“This simplified process allows delivery drivers to place packages directly into designated lockers, triggering an email or text notification through FirstService Residential Connect for residents,” Edelstein added. This technology simplifies communication, helping residents stay informed and reducing the strain on front desk staff during peak periods.
Technology today reaches far beyond the front desk. “In addition to this, many buildings are also adding large storage areas with industrial-sized refrigerators for perishable items. I recently visited the Pullman in Nashville, which took things a step further by adding a gift-wrapping station, offering residents supplies and a convenient space to wrap their presents on-site,” Edelstein said.
Another recent advancement is Amazon Key, which offers a secure, convenient way for restricted-access properties like gated communities, condos, and multifamily buildings to receive deliveries. Through verified, time-limited access, drivers can deliver packages without needing staff assistance, simplifying delivery for controlled-access locations.
“Package management remains one of the biggest priorities and pain points for residential communities, especially high-rise buildings. The communities that implement Amazon Key find that it’s a useful operational procedure designed to simplify life for residents and staff,” said David Diestel, CEO of FirstService Residential.
For those high-rise buildings that still rely on traditional methods, extra support can be essential. “We need the front desk to always be vigilant by standing, greeting, and engaging guests. They can’t be looking down to enter packages for hours on end,” Edelstein said. “The answer may be to engage a concierge or temporary worker to help log packages and manage pickups during peak times.” Some buildings even bring in swing-shift workers to cover the busiest hours, allowing the primary front desk staff to focus on their core duties.
Space constraints can be a significant issue for high-rise properties, particularly during the holiday season. Some property managers have turned to creative solutions, such as mobile lockable storage units to temporarily expand package capacity or using secure drop zones in smaller buildings where residents can access their deliveries. “There is now a system that can be installed into a package room where you get a code to go in the room, allowing residents to receive their packages 24/7,” explained Edelstein.
Effective communication is another crucial component to smooth package handling and management. “We focus on keeping residents informed and making the process as efficient as possible. As soon as a package arrives, we make sure the resident knows and gets it quickly. In our smaller boutique buildings, we've set up a system to deliver packages right to their doors,” Edelstein added. If there’s a way to streamline this process further, we absolutely will."
Aside from staffing, storage, and communication, Edelstein emphasized that package management has become an amenity at many properties. “Similar to having a golf simulator, an infinity pool, or an outdoor cooking area, we now have buildings that are installing package rooms spanning up to 2,000 square feet,” Edelstein said. With the right tools, technology, and staff in place, buildings can ensure packages are tracked and managed efficiently.
With Americans increasingly dependent on deliveries, package management is evolving rapidly, especially during the holiday season. By staying organized, embracing new technologies like Amazon lockers, and communicating effectively with residents, high-rises can make holiday package handling smoother for everyone.