Tuesday November 12, 2024
The holidays are almost here! Online shopping has become a common way to find the perfect gift while saving time and money and avoiding the crowds at the mall — all from the comfort of your home. One of the biggest concerns with online shopping is, of course, wondering, “Will it get there on time? Will it get there safely?”
That’s where the front desk staff at your high-rise comes in. “Online shopping isn’t just for the holidays anymore and package volume has increased year-round,” said Gabrielle Leary, regional director at FirstService Residential. Gabrielle partners with many of our property leaders to ensure efficient and effective front desk operations, including package management, for dozens of high-rise buildings and has done so for several years.
“A heavy volume of packages is now pretty steady, all year long, thanks to buying habits and the direction society is going,” Leary said. “People want to make the most of their time, so they have more daily essentials delivered.”
Recent technological advancements have eased these increased demands, with many buildings installing Amazon lockers and similar systems. Jeff Edelstein, director of Residential Hospitality at FirstService Residential explains, “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.” This technology streamlines communication, keeping residents informed and alleviating pressure on front desk staff during busy times.
Today’s technology extends well beyond the front desk. “Many buildings are now incorporating large storage areas with industrial-sized refrigerators for perishable items. I recently visited the Pullman in Nashville, which took it a step further by adding a gift-wrapping station, providing residents with supplies and a convenient space to wrap their gifts on-site,” Edelstein shared.
Another recent development is Amazon Key, which offers a secure and convenient solution for restricted-access properties like gated communities, condos, and multifamily buildings to receive deliveries. This system allows drivers to deliver packages with verified, time-limited access, eliminating the need for staff assistance and streamlining delivery in controlled-access locations.
“Package management continues to be a major priority and challenge for residential communities, particularly high-rise buildings. Communities that adopt Amazon Key find it to be a valuable operational tool that simplifies life for both residents and staff,” said David Diestel, CEO of FirstService Residential.
For high-rise buildings that continue to depend on traditional methods, additional support can be crucial. “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 also hire swing-shift workers to cover the busiest times, enabling the primary front desk staff to concentrate on their main responsibilities.
Space to hold those packages is also an issue in some buildings. “Buildings that were built 10 or more years ago weren’t built for the volume of packages that come in now. They have limited storage space because no one could have anticipated today’s boom in online shopping and shipping,” Leary said. “It’s being addressed through renovations to their front desk and lobby areas, and the addition of package locker systems. During the design phases of new construction, we work closely with our developer partners to ensure that well thought out, ‘intentional’ space is being allocated for the influx of packages properties now get.”
Communication is a critical tool in the package management process. “We have four or five deliveries of packages a day, every day from multiple carriers. There can be confusion from residents who get notified that a package is delivered from the carrier, but that doesn’t mean we’ve had time to log it in the system properly.” Leary said. “Residents need to understand that, from a liability standpoint, we are tracking everything that comes in and goes out, for their protection. It helps when the residents understand that the alert they need to respond to comes from us, not the carrier.”
How to communicate when those packages are ready? If your property management company has a good communication tool, you’ll be able to easily send messages to your residents with status updates. FirstService Residential Connect offers ease of communication from management to residents and vice versa, including email and text notifications of things like packages to be picked up.
In addition to secure storage, adequate staffing, and effective communication for pickups, Leary emphasized that organization is the key aspect of successful package management, and it’s essential throughout the year. “It’s important that the management team is talking about this well ahead of time and communicating the internal process with residents. Working faster causes errors and packages get misplaced. It is important that front desk teams are adequately staffed to execute the package management process and feel empowered and comfortable letting residents know, in a polite way, that precision is important, even if it takes a little longer.”
As more Americans turn to delivery for everything from groceries to prescriptions, package management will become an even larger responsibility for high-rise buildings, especially during the holiday season. Having the right team in place, staying organized, and clearly communicating expectations about package pickups will help make the holiday season smoother for everyone.