Legally Shenai Lillie Lautenschlaeger

Founder | Experience Director Architect of Atmosphere

For lillie lautenschlaeger, hospitality does not happen by chance. It is designed.

For nearly two decades, she has worked across Europe and the United States in environments where experiences are created: five-star hospitality, cruise ships, event management and international corporate settings. Her roles have ranged from direct guest and client interaction to operations, project responsibility and the leadership of teams.

Her career has included Hapag-Lloyd Cruises, where service, timing and hospitality have to work seamlessly in a highly dynamic environment. Most recently, she worked at Gensler in Austin, Texas — a global architecture and design firm — as Workplace Experience Manager, with a strong focus on hospitality, events and direct client experience: from the first interaction at reception to the way space, service and company culture come together in everyday working life.

This broad perspective creates a particular strength: understanding not only how an experience is intended to work, but how it is actually perceived by the people receiving it.

lillie understands both sides of an experience. She has worked closely with guests, clients and employees while also taking responsibility for teams, operations, projects and execution. She understands what time pressure does to standards, how communication and leadership influence the quality of an experience, and why an ambition is only as strong as its daily delivery.

Her expertise brings together luxury hospitality, workplace experience, service quality, operations, communication, leadership and experience design. This combination became the foundation of [ lɛd ] – lautenschlaeger experience design.

[ lɛd ] looks at people, service, operations, space and atmosphere not as separate elements, but as one connected experience. This makes it possible to identify what already works beautifully, what gets in the way and where intention and reality do not yet meet.