Operations managers at multifamily properties deal with it all. Daily duties include oversight of the property’s financial performance, ownership of the site’s physical integrity and execution of the day-to-day operations. So, when it comes to implementing the property’s apartment package room solutions, they’re looking for a system that centralizes operations and tech stacks, enhances the resident experience, optimizes staffing and enhances NOI.
The challenges of any multifamily package delivery solution are caused by the explosion of online shopping, leading to package pileups and overstuffed locker bays. The package chaos is showing no signs of slowing down. U.S. eCommerce sales are projected to reach $1.25 trillion in 2026, with an annual growth rate of 5.56% through 2030.
This article serves as a practical guide for operations managers navigating the growing complexities of apartment package room solutions. It outlines why package rooms have become an operational priority, what to evaluate when selecting a solution, and how to implement and measure a system that reduces staff burden while improving the resident experience.
Why Package Rooms Have Become an Operations Priority
Solving the package management crisis is vital for site leaders because the daily influx of packages affects all aspects of their business. It drains staff time and resources and is a frequent source of resident complaints.
Staff who are tasked with keeping lobbies and communal spaces clear and accessible are constantly dealing with rushed couriers and package pileups that lead to frustrated residents. When there are no clear apartment package room solutions to handle the daily package influx, and the seasonal spikes of up to 50% more packages, staff are forced to spend valuable time sorting and labeling packages. This delays delivery to residents, causing them to voice their dissatisfaction with the property.
According to the Pitney Bowes 2024 Parcel Shipping Index, U.S. parcel volume exceeded 22 billion shipments, reinforcing the operational strain on multifamily properties. For this reason, many operations managers don’t consider a smart package management system an amenity, they view it as an operational necessity.
What to Look for in Apartment Package Room Solutions
Experienced multifamily property teams are aware that not all apartment package room solutions are created equal. With a variety of options to choose from, what are the key attributes that are most likely to lead to success? Let’s explore.
Capacity That Matches Real-World Volume
Operations managers know that every package entering a building must be securely stored until resident pickup. Access-controlled package rooms with AI-powered computer vision tracking, such as the Smart Package Room system, are built for today’s delivery volume. They feature open shelving that stores 2–3x more packages in the same footprint as lockers, enhancing space optimization per square foot. Side-by-side shelving maximizes room capacity and keeps pace with daily deliveries.
These systems also accommodate oversized and irregular items in a secure, easy-to-access zone. From workout equipment to furniture, residents can order large purchases with confidence. The flexibility to store oversized items also helps properties scale capacity during peak shipping periods like holidays and move-in cycles.
Security That Doesn’t Add Staff Workload
The Smart Package Room system’s secure package storage is key to resident satisfaction. Access-controlled apartment package room solutions restrict entrance to just those with proper credentials. Property staff use personalized fobs, couriers enter with key cards, and residents receive a notification with a QR code tied to their specific delivery. Automatic notifications alert residents that their package is ready for pickup, eliminating guesswork and calls to the front desk staff.
Presence sensors are placed throughout access-controlled rooms to monitor the movements of packages and people. Residents are provided with a full digital audit trail from the moment the package enters the room until it is picked up.
Courier Adoption Matters
On a practical level, the most viable package management solution is one that offers frictionless delivery for couriers and staff. Technology-enabled package rooms allow for quick and easy package delivery for all couriers, including Amazon, FedEx, UPS, USPS and more.
Resident Experience and Self-Service
Operations managers advocate for residents with every decision they make. Investing in package management technology is a clear way to provide a top-tier residence experience. The Smart Package Room system features 24/7 self-serve access and laser, light and audio guidance enhances the resident experience.
For a deeper dive into infrastructure upgrades, read our guide on how to modernize a package room.
Package Rooms vs. Lockers: The Operations Trade-Off
There is a sizable tradeoff between package rooms and lockers, the two primary apartment package room solutions for site teams to consider. Let’s review.
- Lockers: Lockers are a common package management solution that have been available to multifamily properties for the past fifteen years. They offer secure delivery of packages into fixed compartments of various sizes. Hardware costs are high with lockers, since properties are paying for rows of fixed locker bays to keep up with daily package deliveries.
Packages rarely fit snugly into the lockers’ fixed compartments, resulting in inefficient use of space. In high-volume properties, this results in a capacity bottleneck.
- Package Rooms: Access-controlled apartment package room solutions like the Smart Package Room system offer a more flexible capacity than lockers, with secure storage for packages of all sizes and types. Their open shelving system allows for 2-3x the amount of packages stored than locker bays, resulting in a lower cost per stored package.
Rooms are designed to meet the specific package management needs of the property, which allows the property team to get the most out of the room.
- Cost: Let’s compare the cost of these solutions for properties with 400 units, which is an average size for a suburban multifamily apartment complex with average package volume and a 30% margin:
- Package Capacity: Lockers (154) vs Package Rooms (320)
- Total System Cost: Lockers ($63,777) vs Package Rooms ($34,080)
Package Rooms net out at 46% less expensive than lockers, while offering twice the amount of package storage. To make the right decision, operations managers must consider staffing capabilities, resident needs and daily package volume.
Common Mistakes When Implementing
When evaluating apartment package room solutions, there are few common mistakes for property management operations leaders to avoid.
- Underestimating Volume: Plan for peak shipping volume when considering package management solutions. While package rooms scale up easier than lockers for heavy shipping seasons, package volume is only expected to increase over the coming years. Online shopping in the U.S. totaled more than $1.34 trillion in 2024, flooding properties with packages. That’s why it’s imperative for property managers to invest in a future-proof package management solution.
- Ignoring Package Delivery Workflow: Courier deliveries are growing larger and more frequent. They now rely on dollies and oversized totes to bring their package haul into properties. That’s why it’s critical for the multifamily package delivery workflow to be fast, frictionless and easy to learn. Whoever is tasked to deliver the packages into the Smart Package Room system, they should be able to do so as efficiently as possible. Smarter package solutions lead to a shorter time per package handled.
- Lack of Resident Communication: When properties implement new apartment package room solutions, it’s necessary for them to create a communication plan for residents. They can email them instructions, create signage and make a point to discuss resident package pickup protocol with residents when they engage with them.
How to Measure Success
The good news for property teams is that success with apartment package room solutions can be easily measured. Here are a few metrics to focus on:
- Staff hours per week spent on package management
- Volume of resident complaints
- Dwell time – i.e., stale packages
Once a solution is implemented, track staff time and tasks to understand labor reallocation.
Take note of the number of resident complaints that are coming in. With an effective package management solution, resident satisfaction will surge.
Review package dwell time to see how long packages are, on average, staying in the room before being picked up by residents. An effective solution that features automatic resident notifications and 24/7 access will lead to a decrease in package dwell time.
We recommend that all operations managers take note of the baseline numbers for staff time, resident complaints and dwell time, then review progress after ninety days. As couriers and staff become more familiar with the apartment package room solutions at their properties, these metrics should improve over time.
Frequently Asked Questions About Apartment Package Room Solutions
- How do apartment operations managers benefit from modern package room solutions? Modern apartment package room solutions help operations managers streamline daily workflows and reduce the operational burden of package deliveries. Solutions like package lockers and access-controlled package rooms automate many of the manual tasks associated with package delivery, such as quick and secure delivery, automatic resident notifications and 24/7 access-controlled self-serve package pickup.
- What are the best apartment package room solutions for multifamily properties? Common solutions include package lockers, staffed package rooms and access-controlled package rooms with open shelving and tracking technology. Of these options, operations managers tend to prefer access-controlled package rooms because they reduce staff involvement, can easily store oversized deliveries and more easily scale with increased delivery volume.
- What are some mistakes for operations managers to avoid when choosing a package management solution? Operations managers need to properly estimate shipping volume, including for peak seasons which can generate 2x the amount of packages. They shouldn’t discount the package delivery workflow of their proposed solution. And importantly, they shouldn’t avoid constant communication with residents about the new package management solution–the more messaging touchpoints they create, the quicker their residents will adapt to the new system.
Ready To Simplify Package Management At Your Property?
This guide will give operations managers a clear path towards choosing and implementing the most effective apartment package room solutions for their property. It outlines that the ideal solution will both reduce the burden of package management on staff and alleviate the friction that residents experience when picking up their packages. Or as we call it, a win-win.
One final takeaway. Operations managers who proactively implement scalable apartment package room solutions reduce labor burden, improve resident satisfaction, and protect NOI. If you’re evaluating your next multifamily package delivery solution, schedule a consultation with Smart Package Room to assess capacity needs and operational impact.