Chris Stevens, Founder of CTRL Space, has shared his thoughts on aligning product, delivery and environment design.
Hospitality has always been about more than food and beds. What truly defines it is the experience – the way a guest feels during and after their visit. Over time, I’ve come to see that every experience, whether it’s a quick drink, a long dinner, or a night’s stay, is shaped by three essential pillars: Product, Delivery, and Environment. Together, these form the framework that determines whether a business thrives.
Each of the three pillars carries its own weight, but true success comes when all three work in synergy. If even one is missing or misaligned, guests will feel it. And in today’s competitive climate, where people are going out less and expecting more, hoteliers and restaurateurs can’t afford to ignore the balance.
At CTRL Space, our approach is always human-centric. Design is not simply about how a space looks, but how people feel, move, interact, and connect within it. Each of the three pillars can be strengthened when you start with the human experience.
Product: What You’re Selling
The product is the most straightforward pillar: food, drink, rooms, amenities – the tangible things people are paying for. But while it’s the foundation, a strong product on its own isn’t enough.
I’ve seen businesses with exceptional food or drink struggle because their delivery and environment didn’t measure up. Ultimately, it comes down to expectation. In fine dining, for example, all three pillars must work in harmony. Guests at The Grove, one of Auckland’s most established and acclaimed fine dining restaurants, expect a menu of refinement, service that matches its reputation, and a setting that elevates the entire experience.
At Metita, the Pacific-inspired restaurant at SkyCity Auckland, celebrated chef Michael Meredith was deeply involved in shaping every aspect of the experience. Working closely with him, CTRL Space brought his vision to life through the environment – ensuring the design honoured Pacific culture and heritage just as meaningfully as the food and service. Guests don’t just dine; they are immersed in a carefully layered narrative where product, design, and human connection align.
Delivery: How It’s Experienced
Delivery is the human element: how guests are greeted, how service unfolds, the way staff carry themselves. It’s the smile at the door, the confidence of a maître d’, the seamless arrival of a cocktail.
If pressed, I would argue delivery is the most important pillar. Service has the power to elevate an experience or undo it entirely. The first few steps a guest takes – from the street to the seat – are critical. Any conflict or confusion creates friction that lingers, and hospitality is ultimately about removing friction.
At Sunset, the rooftop bar at Sudima Auckland City, the service model was built into the design itself. A long central bar allows staff to work quickly while keeping the atmosphere social. The design makes it easier for staff to perform well, which translates into faster drinks, better engagement, and higher guest satisfaction. In this way, human-centric design directly supports the human element of service.
Environment: Where It All Happens
The environment is the stage on which hospitality unfolds, and it is increasingly non-negotiable. Particularly in New Zealand, guests expect design-led spaces across all price points. Even “budget-friendly” is no longer an excuse for mediocre design.
Environment is also a major investment – once it’s in place, it’s not easily changed. But “Environment” is not simply about beauty; it’s about commercial success. Good design sets the tone from the moment a guest enters and removes ambiguity about the experience they’re about to have. At CTRL Space, we obsess over space planning, ensuring there are no “bad seats”, that couples have intimacy, groups have room without blocking others, and everyone feels they belong. This is the essence of human-centric design: making every guest feel considered.
With Drifter, a hybrid hotel concept for which CTRL Space is the interior design partner, the environment had to appeal to a new generation of travellers. The design encourages social connection, with communal lounges and flexible work-meet-play zones. Here, the environment drives revenue, because guests are more likely to stay, spend, and return when the space feels alive and adaptable.
Last year I stayed at The Hoxton Barcelona, for the international Restaurant & Bar Awards. There the bar and social space sit front and centre, with reception tucked behind. It’s also a “social-first” model that reflects the brand’s ethos and immediately signals to guests that the hotel is about belonging, not just checking in. That kind of clarity in design gives guests ownership of the space from the moment they arrive.
The Future of Guest Expectations
Today’s guests are more discerning than ever. They are going out less, but expecting more. That means every touchpoint – product, delivery, and environment – must work harder. And while food and service can evolve quickly, design is much harder to change after the fact.
For hoteliers, the advice is simple: start with your guests. Before you even consider the design, think about who is likely to—and who you want to—walk through the door, and what they hope to gain from the experience. Then, invest in great design up front. Design that reflects and supports those expectations. Your environment can anchor the experience and set the tone before a guest even steps inside. From there, ensure your product and delivery are consistent with that story.
Because at the end of the day, hospitality is storytelling. The most successful venues don’t just have great food, seamless service, or beautiful spaces in isolation, they weave these elements into an experience that feels authentic and memorable. When product, delivery, and environment are in harmony, every guest becomes part of a story worth sharing – one they’ll remember, return to, and recommend.
More news here.
Read more in Hotel Magazine:
