The Art & Science Of
Managing Package Logistics At Complex Facilities
By Charlotte White of CWD Group P
ackage management remains a crucial role for the front desk concierge team even with the advent of package
reception technologies. An efficient system to track incoming, outgoing and package pick-ups will not only prevent lost resident belongings but also ensure proper time management of the concierge team, allowing them to complete their other duties. Technology has helped streamline this process, even despite the occasional glitch. Less concierge interaction with packages means more time serving the needs of the residents and the association.
The sky’s the limit when it comes to what residents can order online, including the large, the heavy, and the quantity overload. Pre-pandemic properties already recorded exponential annual increases of incoming packages, but a whole new level was unleashed in 2020, and the old method of package management simply
14 Community Associations Journal | March 2023
cannot keep up. Every day concierge teams process everything from entire furniture sets, kitchen appliances, table saws, vehicle tires, weekly grocery/meal prep orders, and beyond. Below are a few package statistics from one property. Keep in mind these statistics do not include large deliveries outside the typical UPS, Amazon, etc. couriers, outgoing packages, or takeout food deliveries. With package numbers as described, it only makes sense to incorporate technology that turns the concierge from the middleman to the manager in this equation.
The sky’s the limit when it comes to what residents can order online, including the large, the heavy, and the quantity overload.
A Retro System
A majority of properties built before 2019 still use the old school method of concierge teams tracking every package movement: incoming, outgoing, and resident pick-up. Since 2019, most new construction properties have adopted some form of package reception technology because of the
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