Package Handling

Track guest packages from arrival to delivery. Package Handling helps your front desk manage incoming deliveries, notify guests, and ensure nothing gets lost.

Overview

HelloShift's Package Handling feature lets you:

  • Log incoming packages when they arrive

  • Record carrier, tracking number, and storage location

  • Link packages to guest profiles for easy lookup

  • Track package status from pending to delivered

  • Search packages by guest name, tracking number, or arrival date

  • Attach photos of packages for identification

  • Add notes for special handling instructions

Plan Required: Staff Collaboration

Getting Started

Accessing Packages

  1. Click Guest Items in the left sidebar

  2. Select Packages from the navigation tabs

  3. You'll see a list of all logged packages with their status

Logging an Incoming Package

When a package arrives:

  1. Click Add in the top menu

  2. Select Add Package

  3. Fill in the package details:

FieldDescription

Status

Set to "Pending" or "Received"

Shipping Method

Carrier name (FedEx, UPS, USPS, DHL, Amazon)

Quantity

Number of packages (for multiple boxes)

Description

Package details (size, sender if visible)

Tracking Number

Carrier tracking number

Stored At

Where you put the package (e.g., "Front Desk", "Package Room", "Valet")

Guest Name

Recipient's name as shown on package

Guest Arrival

Expected arrival date (for pre-arrivals)

Guest ID

Link to guest profile (optional)

Attachments

Photo of package label

  1. Click Add Package

Package Statuses

Packages move through these statuses:

StatusMeaningWhen to Use

Pending

Package expected but not yet received

For pre-arrival notifications or expected deliveries

Received

Package is on property

When package arrives and is logged

Delivered to Guest

Package given to guest

After guest picks up the package

Updating Status

  1. Click on the package in the list to open it

  2. Click the Edit icon

  3. Change the Status dropdown

  4. Click Update Package

Managing Packages

Searching Packages

Quick search:

  • Guest name

  • Tracking number

  • Description

Advanced filters (click "more"):

  • Status (Pending, Received, Delivered)

  • Guest arrival date range

Sort by:

  • Click column headers to sort by Guest name, Arrival date, or Created date

Package Detail Page

Click on any package to see its full record:

  • Package Information: All logged details

  • Notes: Add internal notes (e.g., "Guest requested hold until Friday")

  • Activity: See the history of updates

  • Attachments: View or add photos

  • Tasks: Create follow-up tasks

Linking to Guest Profiles

Connecting a package to a guest profile makes it easier to:

  • Find all packages for a specific guest

  • Access guest contact info for notifications

  • See package history in guest profile

To link:

  1. Find the guest in HelloShift

  2. Copy the Guest ID from their profile URL

  3. Edit the package and paste in Guest ID field

  4. Save

Workflow Example

Typical Package Flow

1. Package Arrives

  • Carrier delivers package to front desk

  • Staff logs package with status "Received"

  • Takes photo of label and attaches it

  • Stores package in designated area

2. Guest Notification

  • Staff creates a note mentioning the guest: "@JohnSmith Your package has arrived"

  • Or sends text message if guest messaging is enabled

3. Guest Pickup

  • Guest comes to front desk

  • Staff locates package using search

  • Verifies guest identity

  • Updates status to "Delivered to Guest"

  • Adds note confirming pickup

Pre-Arrival Packages

For guests who haven't checked in yet:

  1. Log package with status "Received"

  2. Enter the Guest Arrival date

  3. Use the arrival date filter to see packages for arriving guests

  4. Deliver package at check-in or notify guest to pick up

Best Practices

When Logging Packages

  • Photograph labels: Attach a photo of the shipping label for easy identification

  • Record tracking numbers: Enables tracking if issues arise

  • Note the carrier: Helps identify packages when multiple arrive

  • Use consistent storage locations: Makes retrieval faster

Storage Organization

  • Designate specific areas for guest packages

  • Consider organizing by:

    • Guest last name (alphabetical)

    • Arrival date

    • Package size

  • Keep a separate area for oversized items

Daily Package Review

  • Check "Received" packages daily

  • Follow up on packages held more than 3-5 days

  • Reach out to guests who haven't picked up

  • Update status for delivered packages promptly

Multiple Packages

When a guest has multiple boxes:

  • Log as one package record with quantity > 1

  • Or log separately if tracking numbers differ

  • Note in description: "1 of 3", "2 of 3", etc.

Troubleshooting

Can't Find a Package

Symptom: Package was logged but doesn't appear in list

Solutions:

  1. Clear search filters

  2. Check if status was changed to "Delivered to Guest"

  3. Search by tracking number instead of guest name

  4. Check for typos in guest name

Guest Name Doesn't Match

Symptom: Package recipient name differs from reservation name

Solutions:

  • Log the package with the name on the label

  • Add a note with the reservation name

  • Link to the guest profile using Guest ID

Tracking Number Not Working

Symptom: Carrier website doesn't recognize tracking number

Solutions:

  • Verify number was entered correctly (no extra spaces)

  • Some carriers have delays in tracking updates

  • Try the carrier's specific tracking page, not a generic tracker

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