How it works
When a delivery arrives, front-desk or mailroom staff log it: recipient, carrier, tracking number and storage location, often by scanning the label. The system then notifies the recipient by email, chat or app.
The recipient collects the item, and the system records who picked it up and when, sometimes with a signature or photo. Uncollected items trigger reminders, and items for people who are remote that week can be held, forwarded or returned under a set policy.
Running packages through the visitor system means one front-desk tool, one directory for finding recipients and one log for audits. Hybrid working raises the stakes: when people are in only some days, parcels wait longer and storage fills up.
How to measure it
- Track the time from arrival to pickup and the number of items waiting at any time.
- Count lost or misdelivered items, the core quality measure.
- Watch storage use on the days after the busiest office days.
Examples
- A courier drops off a laptop for a new starter; reception scans it, the recipient gets a message, and the pickup is logged.
- Personal parcels for a remote employee are held for a set time and then returned, under a published policy.
Common mistakes
- Logging deliveries in a paper book, which cannot notify anyone or prove who collected an item.
- Not matching recipients to the company directory, so parcels for leavers or people with common names go astray.
- Having no policy for personal parcels, which can take over reception storage.
Frequently asked questions
What is a mailroom management system?
Software that logs incoming mail and packages, notifies recipients and records pickup. Many organizations run it from the same front-desk system they use for visitors, so reception has one tool and one directory.
How do offices handle packages for hybrid employees?
They notify recipients as soon as an item arrives, hold items for a set period and agree what happens to uncollected parcels: forwarding, returning or holding until the next office day. A clear policy on personal parcels keeps storage under control.
Why combine package management with visitor management?
Both run at the front desk, both need the company directory to find the right person, and both send notifications. Using one system gives reception staff one place to work and one record for audits.
Related terms
- Visitor management system (VMS) Software that registers and checks in visitors, notifies their hosts and keeps a record of who was on site and when.
- Virtual receptionist A self-service or remote alternative to a staffed front desk, such as a visitor kiosk with QR check-in or a receptionist working remotely.
- Facilities management (FM) The function that keeps buildings and their services working: maintenance, cleaning, security, catering, energy, safety and space.
- Workplace operations (WorkOps) The day-to-day running of an office for the people in it: space, bookings, visitors, services, policies and the data they produce.
- Facility service request A request to the facilities team to fix, supply or change something in the workplace, logged and tracked until it is resolved.
Kadence editorial team · Last reviewed