Managing Package Deliveries During the Holiday Season
According to the U.S. Department of Commerce, “e-commerce sales grew more than 30% between the first and second quarter of 2020.” Now that the holiday season is upon us, the increased online shopping phenomenon will only increase due to the amount of holiday gift shopping for family and friends. This produces a high amount of pressure on the concierge, door staff and attendants because they need to manage different packages for quick and easy pick-up while continuing to conduct all other tasks responsibly.
1. Storage needs have changed.It is important to recognize that a small locker room in a condo that would have worked in 2010 is no longer enough for the number of package deliveries brought in every day. The space set aside is not often large enough. The area needed to accommodate them needs to be close to the front desk, as residents and concierge will not want to abandon their station to obtain packages continuously.
2. COVID-19 continues to be a risk factor.There has been a continuous risk factor throughout 2020 because of COVID-19, but this increases immensely with the holiday season. This is because delivery interactions don't start with the pick-up of packages from residents. Many package carriers will be coming into the building every day, which involves different interactions with package carriers and contact with cardboard surfaces.
Along with being on the front lines already, desk staff will need to consistently interact with residents when they are asked to obtain a package, or in some cases, multiple packages. This can be an overwhelming process, especially when managing crowd control and pick-up times, much to the resident's frustration. This causes much stress for the door staff and ultimately leads to burnout, where they may not work as efficiently as before.
3. Constant interactions with residents may lead to burnout.
The SolutionsHere’s a look at how FirstService Residential is taking the necessary precautions throughout the holidays to keep concierge, residents, and property manager safe.
1. Making room for the package deliveries.As mentioned, package deliveries are coming in at an increased rate. Our solution is to dedicate locker rooms for these packages or, if available, a large storage room to provide ample space for concierges to move around. Further, we recommend that receiving staff write out essential details as a delivery comes in to make pick-up more efficient as they will not have to scramble through numerous packages to find the right one. Concierges can log these details as soon as they come in and throughout the pick-up process. These details include the date, the carrier, the recipient's name, the package placement, the time picked up, and a signature from the door staff signaling the package has been picked up.
2. Establishing the right COVID-19 protocols.There are many areas of the delivery process that have already been changed to suit the current times, but here we dive into the best distancing protocols.
Minimizing contact with residents and carriers is essential during this time since there will be a lot of face-to-face interaction. For this reason, we suggest adding plexiglass to separate the front desk staff and protect them throughout this process, with drop-off or pick-up occurring on the side of the lobby's front desk. Protect your front desk workers with a condo mask mandate.
3. Building plexiglass to separate front desk staff and others.
When picking up packages, residents should be wearing a mask covering their nose and mouth since there may be a small amount of face-to-face contact when dropping the package off on the side. Place distancing stickers on the floor. Placing designated stickers on the floor spread six feet away from each other encourages social distancing for residents. This also prevents residents from crowding around each other as they wait to pick up their packages.
4. Consider the elevator capacity.Residents should be encouraged to avoid entering elevators in groups of more than two people, especially if they have large deliveries. This mandate has already been put in place in all communities, but it should be a constant reminder to avoid a packed elevator. Residents should wait for the next elevator if the other ones are full.
5. Streamline the pick-up process.To ensure that residents know what time pick-ups are allowed during the day, establish hours where this will be made possible. Our property managers can determine these times and have them posted throughout the building or emailed to the residents for notice. For example, property managers can notify residents that pick-up times are between the hours of 8 AM and 9 PM. Further, we have provided time slots for residents to come to pick their delivery from the front desk.
Emailing or texting residents with their specific time slot for pick-up makes the process more streamlined. This process benefits receiving staff as they will know which residents will be coming down at which times, checking their list beforehand to know what packages to bring out for a quicker exchange.
Community associations have had to adjust the process of managing package deliveries. During this uncertain time for all, FirstService Residential has provided concierges, property managers, and residents the correct safety protocols according to the Centers for Disease Control and Prevention (CDC) and city ordinances.