Experience Operating Model
A strategic lens on experience across your venue. We map your service ecosystem and bring structure, rhythm, and clarity to your teams.
Because experience isn’t a department. It’s how everything connects.
Ahlan wa sahlan — أهلاً وسهلاً.
Welcome to Atelier of Experience - لاماسا
A consultancy rooted in Qatar, serving the Gulf and beyond.
We transform how places deliver service.
We see experience as an operating model where strategy, leadership, and frontlines align.
Who we are
Who we are
We specialize in service strategy, operational excellence, and team development across sport, culture, leisure, and entertainment. With 25 years shaping global events, from Olympic Games and World Cups to family venues, we turn ambition into delivery.
What sets us apart
- We connect strategy, operations, and sales into one experience.
- We ground our work in market research and insights, turning data into solutions that matter.
- We empower teams to deliver with clarity and presence.
- We grow destinations through quality, trust, and human connection.
- We blend global standards with deep regional understanding.
What we offer
Experience Design Sprint
A collaborative sprint to reimagine guest's journeys and solve delivery challenges. We redesign it through your visitor’s eyes, solving real delivery challenges with simplicity and insight.
Operational Readiness Program
For launches, peak seasons, or brand transitions. We prepare teams, processes, and spaces to perform from Day 1.
This is where we activate our Experience Accelerator approach: a proven method that empowers the team to deliver with rhythm and autonomy.
Leadership and Team Development
We train and guide those who bring your promise to life. We build confidence, clarity, and service intelligence, from frontlines to senior leadership.
Not just training. Real transformation that lasts.
Cases
Led Spectator Services across 42 venues with 900 staff & 15,000 volunteers. Welcomed 6 million guests with seamless coordination.
- •95% said they’ll remember it forever
- •9.2/10 guest experience score
Designed Guest Services for 25M visitors. Launched Expo’s first Contact Center & full accessibility program. Trained all guest-facing teams and leaders.
Applied our operating model to boost team alignment and guest satisfaction.
- •TripAdvisor #1 of 162 things to do in the city the venue is located,
- •Google rating 4.8/5,
- •35% repeated visitation rate.
Where we have been
Testimonials
“Carol is one of the most competent and passionate spectator services experts I have worked with. Her attention to detail and strategic mind made her a reference point across every major event she led.”
Marco Sansoni
Rio2007 & Rio2016.
“Carol has a rare talent for combining clarity, empathy, and vision. The way she leads teams creates safe, empowered environments where people can truly flourish.”
Vanessa Sales
Rio2007, Rio2016, Qatar 2022.
“Carol is an intuitive expert and inspiring leader. She brings charm, sharpness, and a no-nonsense approach to solving problems under pressure.”
Todd Severson
Rio2007, Rio2016, Expo 2020 Dubai.
“Working with Carol was a truly inspiring experience. She has an exceptional ability to bring people together, lead with clarity, and motivate her team to deliver at the highest level.”
Sofiya Bakriy
2025.
