A phased shift from a staffed front desk to a designed welcome — without losing the warmth that makes the EC the EC.
The problem, the objective, the working theory, and the constraints we're working within.
Staffing the EC's front desk has been Mira's #1 operational pain point. The seat carries idle time, coverage scrambles, and ~$40–50K/year for work that is largely answering questions a sign could answer. Compounding events:
Trea shared the Tour & Consultation Conversion Lists. Initial read suggested a $24K/year walk-in pipeline. Sam pressure-tested the data on Jun 3 and read it differently: walk-in volume month-by-month is closer to 1–3 per month (1 in July 2025), and an $18/hr coverage attendant to catch one walk-in/month is bad ROI. His framing: "We're solving a problem that doesn't exist."
Resolved: The new role JD does NOT require tour-giving as a core function. Guest services + ops focus. Tour-giving is opt-in / overflow only. Trea stays primary.
Sam came to Rob June 3. The conversation sharpened several decisions and surfaced new deliverables. Key direction:
Treena filled out the self-paced form before Sam's exit interview at 3 PM today. The data updates several of our working assumptions and surfaces hidden work we hadn't planned for.
Sam meets with Treena at 3 PM today for the conversational exit interview — additional intel may surface and will be folded in.
Replace a staffed front desk with a designed welcome experience that scales without a body in the chair. Reinvest the headcount in a higher-leverage hybrid role. Test before we commit capital.
The current front desk is legacy org design. Most visitors are pre-coordinated, self-check-in via Nexudus, and don't need a human to begin the visit. What they need is clarity — where to go, what to do, who to contact if something goes wrong. The right tool for that job is signage and self-service, not a static seat.
"Think of your org design as a product. Look for opportunities to make a step-function change by imagining the ideal state and working backward from that."
— Jonathan Golden, first PM at Airbnb · Lenny's Newsletter, 2019
| In Scope | Out of Scope |
|---|---|
| Signage and wayfinding at the current main entrance (Phase One) | Permanent capital build-out (deferred to Phase 2) |
| iPad / Nexudus kiosk relocation and prominence | Building HVAC, security, parking infrastructure changes |
| Contract / volunteer coverage pool stand-up | Member dues, pricing, or program changes |
| New role JD (working title: Operations Manager / Guest Liaison) | Permanent move of primary guest entrance to the cafe (deferred to Phase 1, contingent on Phase One results) |
| Member & team communication plan around the transition | Public PR / media announcements |
| Walk-in tour protocol; event arrival attendant protocol | Long-term naming / sponsorship arrangements (parked for now) |
Three phases. Each phase has a clear objective, a date, and explicit exit criteria for advancing to the next.
Test whether the current main entrance can function without a staffed desk — using signage, wayfinding, a relocated Nexudus kiosk, and a contract/volunteer coverage pool on-call as needed.
Redirect guest flow from the current main entrance to the cafe entrance. The cafe is already a natural waiting space — eliminates the need to design a "waiting moment" because the cafe is the moment. Main door becomes event/after-hours use.
Two reasons. First, we want to test whether signage alone can replace a staffed desk before changing where the desk is. Second, Trea (closest to the workflow) flagged three concerns we need data on first: walk-in tour frequency, event arrival logistics, and Connect-member check-in patterns.
Funding model and design specifics deferred. Not in scope for current planning.
Who's accountable for what. R = Responsible (does the work) · A = Accountable (owns the outcome) · C = Consulted · I = Informed.
| Workstream | Mira | Sam | Rob | Trea | OM Hire |
|---|---|---|---|---|---|
| Strategic direction & approval | A | R | C | I | I |
| Phase One execution (signage, kiosk, comms) | C | A | R | C | I |
| Treena knowledge capture & exit interview | C | C | R | I | — |
| Vendor sourcing (RJ Young, Lorette's team) | I | C | R | I | — |
| Coverage pool (contract/volunteer) | C | A | R | I | — |
| Event arrival protocol | R | C | C | C | I |
| Tour-start workflow continuity | I | I | C | R | — |
| Member & team communications | R | C | C | I | I |
| New role JD & hiring | C | A | R | I | — |
| Phase One → Phase 1 gate decision | A | R | C | C | C |
The next two weeks. Days with multiple deliverables are starred.
| Date | Milestone | Owner | Detail |
|---|---|---|---|
| This week (Mon–Tue) | Treena knowledge capture begins ★ | Treena (self) / Rob distributes | 10-section self-paced form. Walk-in tour log, call log, most-asked questions tally, vendor list, system inventory, event role, brain dump. |
| This week | Contact Lorette's team for wayfinding | Rob | 30-min walkthrough + spec review before fabrication. |
| This week | RJ Young signage order (or backup) | Rob | Standing sign, floor stickers, window decals, "most-asked" signage. Backup: FastSigns or in-house laminates. |
| This week | Pull Mira's event instructions doc | Rob | Trea pointed there. Read, identify gaps given the redesign, redline. |
| This week | OM JD — draft & review | Rob → Sam | Hybrid of existing Biz Ops JD + receptionist remains + new hospitality scope. |
| Wednesday | Treena exit interview ★ | Rob (Sam/Mira optional) | 60–75 min. Walks through what she captured this week + conversational reflection. |
| Wed–Thu | Static welcome screen content (Google Slides loop v0) | Rob | 5-block rotation: welcome, today's events, wayfinding, parking QR, EC moment. |
| Thu | Email footer update across tour confirmations + invite templates | Rob | "Feel free to wait in the cafe until your party arrives." |
| Thu | Team all-hands brief on the transition | Sam | 20 min. What's changing Monday, who covers what, why this matters. |
| Fri · Jun 5 | Treena's last day · send-off moment ★ | Sam + Mira | Public thanks. Card. Whatever the team usually does. Don't skip it. |
| Fri · Jun 5 | Coverage pool first calls complete | Rob | Andy + 2–4 others confirmed on-call for Monday onward. |
| Weekend Jun 6–7 | Desk removal + signage install ★ | Facilities + Rob | Professional removal. Signs and decals installed. iPad relocated. |
| Mon · Jun 8 | Phase One LIVE — Day 1 ★ | Rob (on-site) | Welcome screen running. Wayfinding live. Backstop pool on-call. No desk, no Treena — by design. |
| Mon · Jun 8 | Member email goes out | Mira | "Some changes at the front door starting today" — confident, mission-aligned, no apology. |
| Jun 8 – Jul 2 | Phase One observation period (30 days) | Rob | Weekly Monday reviews. Track metrics. Adjust signage and process as needed. |
| ~Jul 2 | Phase One → Phase 1 gate review | Mira + Sam + Rob | Are exit criteria met? Greenlight Phase 1 planning or extend Phase One. |
What's been decided and by whom. Open decisions surface at the top.
If RJ Young's lead time is too long, pivot to FastSigns Nashville (24–48 hr turn) or in-house laminates as v0 while permanent fabrication arrives later. Decision needed by end of week.
Trea's biggest concern. Proposed: dedicated attendant for 40-min window for 50+ person events. Mira has the existing event instructions doc — start there. Likely fits within the contract/volunteer pool model. Needs to be specified before Jun 8.
Pending data from Treena's walk-in log this week. If walk-ins are rare, a sign + QR code that pings Trea suffices. If common, we need a real handoff system. Hard "no" from Trea: "co-work until Trea is available."
The June 1 meeting committed to action-based language ("Guest Liaison" / "Guest Services") instead of "front desk." Open whether the JD title leads with that or with "Operations Manager." Affects salary band and hiring pitch.
Mira's current process: she personally greets every event host. With the new role, decision needed — does Mira keep that, or does the OM take it for routine events (50+ people, recurring renters)? Either is fine but needs to be decided.
Test whether signage and self-service can replace the desk before changing where the entrance is. Cheaper, faster, learns more. The cafe-entrance pivot is the Phase 1 hypothesis we'll evaluate based on Phase One data.
"The desk itself signals come stand here, which is the wrong behavior." Done professionally over the weekend of Jun 6–7.
Advisors, alumni, EC supporters paid when on-site coverage is needed. Replaces the FT-receptionist model. Andy first call ("put me in, coach"). Target 3–5 names on the bench by launch.
Language around the action, not the place. "Guest Services" / "Guest Liaison" / "Welcome." All new materials (JD, signage, member comms, deck content) use the new framing.
Last day Friday June 5. Leaving the org. Cleaner narrative for the redesign — "we're using a vacancy to redesign a role" instead of "we're moving someone out of a chair."
What could go wrong and how we're guarding against it.
| Risk | Likelihood | Impact | Mitigation |
|---|---|---|---|
| Walk-in tour mishandling. Guest shows up unannounced; no one greets them; bad first impression. | Med | Med | Signage + QR code pinging Trea. Coverage pool on-call. Frequency data this week sizes the real problem. |
| Event chaos. 50+ person event arrives at unfamiliar entry; people wander; Ingram Hall not visible. | High | High | Event arrival attendant for 40-min window. Dramatically increased signage. Mira remains on-site greeter. |
| Tribal knowledge loss. Treena holds vendor relationships, member quirks, and recurring patterns no one else knows. | High | Med | 10-section knowledge capture form this week. Wednesday exit interview. Vendor master list + system inventory + member notes. |
| Connect-member check-in enforcement gap. 1-day/month members over-use without anyone catching it. | Med | Low | Accept as Phase One known gap. Move to Nexudus admin reports + OM-driven outreach later. Soft upsell signal, not entry-point enforcement. |
| Mira's event process bottleneck. Custom email + personal greeting doesn't scale; no documented handoff to anyone. | High | Med | Read Mira's existing event instructions doc this week. Decide whether OM inherits a slice of event-greeting role. Document the process. |
| Signage doesn't arrive in time. RJ Young can't fabricate by Mon Jun 8. | Med | High | FastSigns Nashville (24–48 hr) or in-house laminates as v0 backup. Confirm RJ Young this week. |
| Member backlash. "You laid off Treena and stripped the front desk." Story spirals. | Low | Med | Communication plan owned by Mira. Member email Mon Jun 8 frames it honestly: Treena's choice, new direction, more accessible help via Guest Liaison. No spin. |
| Coverage pool gaps. No one available when a body is genuinely needed. | Med | Med | 3–5 names on bench by Jun 8. Slack channel + text protocol. Backstop = any staff member as last resort. |
| Password security exposure. Treena's credentials for Nexudus admin and main inbox are currently stored "behind the keyboard" on paper. | High | Med | Migrate to 1Password before Jun 5. Rotate credentials. Remove paper copies. Inventory at exit interview. |
| Brian Lee Nash cash drops without supervision. Walk-ins drop cash into mailbox #216; today's desk staff witnesses. | Med | High | Direct conversation from Rob/Sam with Brian before Jun 5. Redirect to his office or eliminate the unsupervised drop. |
| Decluttering function lapses. Treena's daily organizing of print rooms, kitchens, cabinets stops; clutter visibly accumulates. | High | Med | Assign explicit owner (OM, team rotation, or vendor scope). Weekly visual audit + photo log to catch drift. |
| Specific-member workflow drops. Bill's Friday meeting, Masheka's envelope pickups, Aidan's paper, Yeji's language gap, Jacob's late stays — each was held together by Treena's relational knowledge. | Med | Med | Each surfaced in knowledge capture and now has its own row in the Change Tracker. Direct 1:1 outreach to each member before Jun 5. Operating Manual carries the warmth context for the OM hire. |
| Walk-in tour pipeline drift. Volume is low (1-3/month average). Risk is symbolic more than financial — a walk-in turned away looks worse than the revenue suggests. | Low | Low | Sam-resolved Jun 3: no dedicated coverage. Delight protocol when Trea unavailable (free coffee at Crema, scheduled callback). Track conversions monthly via Trea's spreadsheet. |
| OM hire takes longer than expected. Phase One runs without a permanent owner for 6–8 weeks. | Med | Low | Rob owns Phase One in the interim. JD posted this week to fill funnel. Phase One was always designed to be human-light. |
Things we don't yet know — and the data, conversations, or decisions that will resolve them.
Treena's estimate: 4–7 actual walk-in tours weekly, 1–2 convert to members. This is real volume — walk-in protocol is a primary deliverable, not an edge-case fallback.
Treena's tally surfaced "Where is the cafe?" (1) and "Is [member] here?" (2). Bathrooms didn't surface in her sample. Signage spec scaled accordingly — one panel handles cafe/iPad self-lookup/bathrooms/wifi/parking.
Treena's 3-day log: 1 donor/partner call, 2 "other" (school tour + survey). AI receptionist deferred — voicemail-forward + Slack routing is sufficient for Phase One.
She owns inquiry → reply → parking note → on-site greeting personally. Treena's intel: she's been quietly handling event cleanup (leftovers, trash, dishes) on Mira's behalf. Cleanup needs a new explicit owner.
Walk-in volume is too low to justify a tour-trained hire. New role focuses on guest services + operations. Tour-giving is overflow only. Trea continues to own scheduled tours (high-intent) and 100% of consultations.
$18/hr coverage to catch ~1 walk-in/month is bad ROI. Phase One: signage routes walk-ins to Trea via Slack; if Trea unavailable, delight protocol kicks in ("Trea's next is at 3 — here's a coffee on us at Crema").
Current state is already 0%. Don't pretend otherwise. Build toward gamification culture later (positive reinforcement, not policing).
Identify where Connect / Consultation / Contact / Room Rental forms route today. Some go to info@, some to ClickUp, some to Trea. Confirm or redirect each before Phase One launches. Most relevant: contact form on program pages currently goes to info@ — should probably go elsewhere.
Trea has a systematic "what to expect" doc for tour visitors. Mira does NOT — every event/room renter gets a custom email. New deliverable: hidden-link page on ec.co attached to post-booking confirmations. Saves Mira time, gives visitors clarity.
She organizes print rooms, LC cabinets, kitchens daily. Options: (a) part of OM's daily rotation, (b) weekly schedule across the team, (c) cleaning vendor scope expansion. Decision needed before Jun 8 or visible clutter accumulates within weeks.
Treena has been producing program one-pagers, decks, etc. Logical home: Rob (Marketing Director) absorbs or delegates. Inventory the recurring materials at the 3 PM exit interview.
Treena was delivering these personally — Masheka asks for ice, Aidan gets the Nashville Biz Journal, members occasionally have mail walked to their desk. Options: (a) coverage pool fields via Slack #help, (b) members self-serve, (c) OM picks up the warmth function. Treena explicitly worried about "general human connection" if the desk goes away.
She suggested raising the basic membership tier to include 1–2x/week drop-ins (vs. current 1x/month). Not a Phase One decision, but surfaced during knowledge capture as a real product idea from someone who watched the dynamic for years.
The language shift to "Guest Services" reopens whether the JD title leads with that or with "Operations Manager." Affects pitch, salary, and candidate pool.
The core hypothesis of Phase One. If yes, Phase 1 follows. If no, we revisit assumptions.
Current work items and their status.
| Deliverable | Owner | Due | Status | Notes |
|---|---|---|---|---|
| Treena Knowledge Capture form | Rob distributes; Treena fills | Tue | In progress | 10-section self-paced doc. Walk-in log, call log, most-asked tally, vendor list, etc. |
| Exit interview (Wednesday) | Rob (Sam/Mira optional) | Wed | Scheduled | Walks through captured material + conversational reflection. |
| Contact Lorette's team | Rob | This week | To do | 30-min walkthrough + spec review. |
| RJ Young signage order (or backup) | Rob | This week | Urgent | Confirm timeline. Pivot to FastSigns or laminates if needed. |
| Standing wayfinding sign | RJ Young | Jun 7 | Ordered | Cafe / Meeting Rooms / Member Area / Restrooms. |
| Floor stickers | Vendor | Jun 7 | To do | Directional, looking-down signage. |
| Curved window decals | Vendor | Jun 7 | To do | Existing common ask-point. |
| "Most-asked questions" signage | Rob (spec); vendor (fabricate) | Jun 7 | Pending data | Final spec after Treena's tally. |
| Static welcome screen content (Slides v0) | Rob | Jun 6 | To do | 5-block rotation: welcome, today, wayfinding, parking QR, EC moment. |
| iPad relocation plan | Rob | Jun 6 | To do | Move from corner to prominent unavoidable position. |
| Pull & review Mira's event instructions doc | Rob | Thu | Urgent | Trea pointed there. Identify gaps in new model. |
| Event arrival attendant protocol | Mira + Rob | Jun 7 | Urgent | 40-min window for 50+ events. |
| Walk-in tour protocol (sign + QR) | Rob | Jun 7 | Pending data | Calibrated by Treena's frequency log. |
| Email footer update | Rob | Thu | To do | "Feel free to wait in the cafe until your party arrives." |
| Coverage pool — first calls | Rob | Fri | To do | Andy first. 3–5 names by Jun 8. |
| OM / Guest Liaison JD — draft | Rob → Sam | This week | To do | Hybrid of Biz Ops JD + member-facing scope. |
| Team all-hands brief on transition | Sam | Thu | To do | 20 min. Mon launch, coverage, Treena send-off. |
| Member announcement email | Rob (draft) → Mira (send) | Jun 8 | To do | Confident, mission-aligned. Goes Monday morning. |
| Treena send-off / recognition | Sam + Mira | Jun 5 | To do | Card. Public thanks. Whatever the team usually does. Don't skip. |
| Desk & chair physical removal | Facilities + Rob | Jun 6–7 | To do | Professional removal, weekend timing. |
| Phase One metrics dashboard (Google Sheet) | Rob | Jun 8 | To do | Weekly tracker for the metrics in Section 9. |
| Password migration to 1Password | Rob + Operations | Jun 5 | Urgent | Treena's credentials stored "behind the keyboard." Migrate, rotate, remove paper copies. |
| 1:1 conversations with named members | Rob + Mira + Trea (split) | Before Jun 5 | Urgent | Brian Lee Nash, Bill McCleskey, Masheka Turner, Jessica Cammock, Yeji's team, Aidan Antonio Lay, Jacob Clark. |
| Black Chamber Friday — standing reservation in LBMC | Operations | Jun 5 | Urgent | Recurring booking before Bill's next Friday. Removes the "forgot to book" failure mode. |
| Decluttering ownership assignment | Sam + Mira | Before Jun 8 | Urgent | Treena's hidden daily work. Decide: OM rotation, team schedule, or expanded vendor scope. |
| Marketing materials handoff inventory | Rob | At exit interview | Urgent | Identify every recurring one-pager, deck, template Treena owns. Plan continuity. |
| Opening/closing checklist (formal) | Rob → OM | Jun 7 | To do | From Treena's 5-step open + 5-step close routine. Posted in staff area + Operating Manual. |
| Slack #help channel + community manager coordination | Rob + Community Manager | Jun 5 | To do | Member-facing Slack already exists and is active. Stand up dedicated #help, brief community manager on launch comms cadence. |
| Pre-arrival info page (event & room renters) | Rob + Mira | Jun 8 | Urgent | Hidden link on ec.co. Mira gap: she has no systematic doc for event/room renters. Built from Trea's existing tour template + Mira's custom email patterns. |
| Website contact form routing audit | Rob | Jun 6 | Urgent | Map each form (Connect / Consultation / Contact / Room Rental). Confirm or redirect each before Phase One. |
| Walk-in delight protocol — Crema voucher / scheduled callback | Rob + Trea | Jun 8 | To do | When Trea unavailable: visitor gets a coffee voucher at Crema + scheduled callback offer. Better than "no one can help you." Cheap, on-brand. |
| Phone tree setup | Rob | Jun 8 | To do | Voicemail tree per Sam's direction. Solicitations to a dead branch. Info@ forwards to Mira. Trea / staff direct extensions. |
| Room-booking concierge sunset | Rob | Jun 8 | To do | Sign at iPad + member Slack reminder: "Booking a meeting room? Use the Passport app — no need to ask a person." Sam: "Never should have started doing it." |
| Coffee setup — Keurigs + variety pack + small fridge | Rob + Operations | Jun 8 | To do | Sam's frame: don't announce. Two existing Keurigs out. Variety pack pods. Small fridge (Rose's old makeup fridge?) for creamer. Trust members. |
| Unreasonable Hospitality narrative framing in all comms | Rob | Jun 5 | Urgent | Anchor line for member email, all-hands brief, weekly newsletter, signage copy: "freeing staff for collisions and connections." NOT cost-savings framing. |
| Trea + biz ops desk colocation evaluation | Sam + Rob | After Phase One launch | To do | Sam raised this Jun 3. Worth thinking about for Phase One+ but doesn't block Jun 8 launch. |
How we'll know Phase One is working — and what triggers Phase 1.
| Metric | Target | How we measure |
|---|---|---|
| Wayfinding complaints (visitor or member) | ≤ 2 / week | Slack channel, member emails, Trea's tour feedback |
| iPad self-check-ins as % of visits | ≥ 80% | Nexudus check-in data |
| Walk-in tour handoffs successfully connected | ≥ 90% of walk-ins reach Trea or are scheduled | Coverage pool log + Trea feedback |
| Event arrivals without "where do I go?" confusion | ≥ 95% of guests find Ingram Hall within 60 seconds | Mira + event host observation |
| Coverage pool dispatches | ≤ 5 / week (lower is better) | Slack channel + invoice log |
| Member sentiment (informal) | Net neutral or positive | Trea + Mira anecdotal + member survey at Day 30 |
| Phone calls handled without a human | Track baseline first | Voicemail count vs. answered (set up if needed) |
To advance to Phase 1 (move primary entrance to the cafe), all four must be true:
If any of the four fails, we don't advance to Phase 1 — we iterate Phase One first.
Who hears what, when, and from whom.
| Audience | When | Who delivers | Message |
|---|---|---|---|
| EC team (internal) | Thursday all-hands | Sam | What's changing Monday. Why. How coverage works. Treena's send-off Friday. |
| Treena | This week, ongoing | Rob, then Sam + Mira | You matter, we want to capture what you know, we want to send you off well. Friday send-off. |
| Trea | Already briefed Jun 1 | Rob | Concerns acknowledged. Walk-in protocol, event attendant, signage in flight. |
| EC members | Mon Jun 8 morning | Mira (email) | "Some changes at the front door starting today." Frame: Unreasonable Hospitality — freeing staff for collisions and connections. No cost-savings framing. No apology. |
| EC members (weekly cadence Jun 8 – Jul 2) | Weekly newsletter + Slack | Rob + Community Manager | Sam asked for weekly (not monthly) member newsletter through the Phase One window. Reinforce changes, highlight what's working, surface friction. Tapers back to monthly after Jul 2. |
| EC members (Slack) | Fri Jun 5 PM + ongoing | Community Manager + Rob | Confirmed: EC has an active member-facing Slack used daily by the community manager. Friday pinned message announcing the change. Monday "first week" pin. Daily light reinforcement during launch week. #help channel for member questions. |
| Specific members with 1:1 workflows | This week, before Jun 5 | Rob, Mira, Trea (split) | Direct conversations with Brian Lee Nash (cash drops), Bill McCleskey (Friday meeting), Masheka Turner (Jimmy Allen pickups + ice), Jessica Cammock (on-the-fly bookings), Yeji's team (language + service recovery), Aidan Antonio Lay (paper), Jacob Clark (after-5PM stays). Each gets a relevant, warm heads-up — not part of a mass email. |
| Coverage pool (advisors, alumni) | By Fri Jun 5 | Rob | Direct invitation. ~$20/hr. What we'd ask, when, how to say yes/no to a shift. |
| Vendors with relationships to Treena | Before Jun 5 | Treena (during her last week) + Rob (follow-up) | "Treena is moving on. Here's your new point of contact." Identified during knowledge capture. |
| Board / leadership (informational) | Next regular meeting | Sam | Brief update on the redesign and Phase One status. Not a decision item — they've been kept informed. |
| Public / press | Not yet | — | Hold for now. If Phase 1 launches successfully, there's a story worth telling about modernization. Defer to that moment. |
The expert thinking we're borrowing from. Use these in any conversation where the project gets challenged.
Applies here: We're not patching the front desk — we're redesigning the job. Storyboard the ideal arrival, then place the fixtures.
Applies here: A static seat doing static work is a design failure. The new role automates itself away from routine work and redeploys to higher-leverage tasks.
Applies here: Hospitality at the EC means equipping members and staff — not a person at a door. The Guest Liaison is enablement, not reception.
Applies here: Chesky brought hospitality into tech. We're bringing tech into hospitality — same principle, opposite direction. The warmth has to go up, not down.
Applies here: Phase One isn't a launch — it's a pilot. We won't know what visitors actually do without running the experiment. Build to learn, then iterate.
Applies here: Phase One is fully reversible — signage can come down, desk can come back. We can move fast. Phase 1 (moving the entrance) is harder to reverse — slow down for that gate.
Companion files in the project folder.
Context/EC Front Desk Job Redesign/Proposal - Bane Removed.md · Full annotated proposal with Lenny citations.Context/EC Front Desk Job Redesign/Source Library.md · Verbatim excerpts from Conley, Modi, Winters, Golden.Context/EC Front Desk Job Redesign/Executive Summary.md · 90-second version.Context/EC Front Desk Job Redesign/Objection FAQ.md · 20+ likely questions with answers.Context/EC Front Desk Job Redesign/Comparable Precedents.md · Industrious, Convene, Bell Works, Capital Factory, 1871.Context/EC Front Desk Job Redesign/Vendor and Cost Notes.md · Phased budget + vendor shortlist.Context/EC Front Desk Job Redesign/Entryway Mockup v1.png · Conceptual annotated floor plan.Context/EC Front Desk Job Redesign/Entryway Before & After.png · Side-by-side visual.Context/EC Front Desk Job Redesign/Treena Knowledge Capture.md · Self-paced data collection for this week.Context/EC Front Desk Job Redesign/Treena Exit Interview.md · Wednesday's conversational follow-up.This briefing is the single source of truth. Edit ec-pages/ec-front-desk-redesign/index.html and push via GitHub Desktop → Cloudflare Pages deploys.