Visitor Experience & Service Operations
Strengthening how visitor experience, services and delivery work across live environments.
Welcome to Atelier of Experience – لاماسا
A boutique consultancy for sports, entertainment
and live environments.
We help organizations strengthen visitor experience and service delivery through leadership strategy, operational readiness, and delivery support.
We work where data, operations, leadership, and frontline execution come together.
Who we are
Who we are
We are a consultancy specialized in experience strategy, operational excellence, leadership development and services’ design for sports, events and live environments.
With more than two decades of experience across Olympic Games, World Expo, World Cups and Family entertainment venues, we support organizations in connecting leadership, structure, people and delivery.
Our work focuses on translating leadership decisions on the floor, optimizing operations, clarifying roles, aligning teams, strengthening operational flow, alignment and delivery consistency across departments.
We believe experience is the result of how the ecosystem works.
What we offer
Operational Readiness
Preparing teams, operations and delivery systems before openings, launches, major events and high-demand periods.
Strategic Support
Strategic guidance for leaders navigating operational complexity, growth and delivery under pressure.
What sets us apart
Most organizations already have strategies, data and service standards.
The challenge is integrating these three layers to ensure consistency in real operations.
This is exactly what we do.
Operational inconsistency affects service, efficiency, audience trust, reputation and long-term value.
Atelier works between planning and delivery, to help organizations deliver consistently for long term results.
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 have we 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.
