Nick Stevens, head of B2B for Nespresso for Business, is no stranger to luxury, having worked in some of the finest hotels in the world. One of the biggest luxuries in hotels is the coffee experience—if it is done correctly and adroitly. In this conversation, Stevens shares his hospitality vision for Nespresso, why coffee is now more than ever defining the guest experience and how Nespresso is positioning itself to be at the vanguard.
HOTELS: This is a newish role for you. Tell us about your path into it and, furthermore, as it relates to Nespresso’s hospitality and foodservice business in the U.S., what’s your vision and priorities for the year ahead?
Stevens: I began my career at two iconic London hotels: Sanderson and St Martins Lane. I fell in love with the properties and their unwavering focus on the guest experience. Every detail was designed to make the guest the star of the show, and that philosophy has stayed with me throughout my career.
There are many similarities between that philosophy and the Nespresso brand. Nespresso delivers an elevated, personalized experience with effortless simplicity. The ability to create a consistently excellent cappuccino at the touch of a button allows staff to spend less time on preparation and more time engaging with guests.
My vision is to make Nespresso the premium coffee partner of choice across every guest touchpoint so customers associate us with elevated experiences, consistency and ease of operation. My priorities for the year ahead are to deepen relationships with key hospitality groups, expand our footprint across strategic accounts and demonstrate the operational and sustainability benefits of our solutions.
HOTELS: Why has coffee become such a defining part of the guest experience rather than just an amenity? How can it shape a property’s reputation?
Stevens: Coffee has become a defining part of the guest experience because guests no longer see it as just an amenity, but as an integral part of their daily routines. They evaluate every touchpoint of their stay, and coffee is often one of the first experiences they have each day. People are accustomed to high-quality coffee at home and in their daily routines, and they expect the same standard when they travel.
Because of this a poor experience is immediately noticeable. An exceptional cup reinforces the perception of quality throughout the property. Guests may not leave a review because the coffee was acceptable, but they will remember and comment on an experience that exceeds expectations or falls short.
HOTELS: Most people picture hotel coffee as the in-room machine, yet Nespresso is uniquely able to service the “full venue.” What does that look like across a day in the hotel?
Stevens: One of the biggest opportunities in hospitality is moving the conversation from where coffee is served to how coffee enhances the entire guest journey. A guest might wake up after a long day of travel and make a Nespresso coffee in the room, enjoy barista-quality coffee at breakfast, recharge during conference breaks and finish the evening with an espresso after dinner or a coffee cocktail at the bar.
The power is the consistency across every touchpoint. For the hotel, that means one trusted partner across the property. When hoteliers treat coffee as a single touchpoint, they miss opportunities to increase guest satisfaction, drive incremental revenue and create a more cohesive brand experience.
HOTELS: U.S. hotels are dealing with many cost pressures. F&B directors know the tension between delivering a premium experience and protecting efficiency. How should hoteliers think about resolving that “excellence paradox” when it comes to coffee?
Stevens: A poorly designed coffee program can add complexity. Nespresso helps remove that complexity by delivering a premium, consistent coffee experience at the touch of a button.
Historically, operators viewed premium experiences and cost efficiency as a trade-off. The best hospitality brands today are proving that’s no longer true. Guests don’t judge a coffee program based on what it costs a hotel; they judge it based on the experience. Hoteliers should think beyond cost per cup and focus on total value delivered. The conversation becomes less about cost and more about return on experience.
HOTELS: The perception persists that capsule systems are limited to black coffee and carry a sustainability problem. What’s changed in the technology?
Stevens: The perception is based on what capsule systems were years ago, not where the technology is today. Today’s systems can deliver espressos, cappuccinos and other specialty drinks. In hospitality, the challenge isn’t making one great coffee; it’s making the hundredth coffee as good as the first. A GM or owner should ask what partner can deliver the guest experience while making the operation easier to run? How much training is required? How reliable is the equipment? And can they deliver the same experience across every property in the portfolio?
Sustainability is another important consideration. Rather than focusing solely on capsules, it’s important to examine the entire coffee system. Traditional brewing can result in significant amounts of unused coffee being discarded. Portion-controlled systems reduce that waste by delivering exactly what’s needed. Nespresso has also invested heavily in capsule recycling, which is complimentary for business customers, responsible coffee sourcing, and programs designed to support coffee-growing communities.
HOTELS: Guest expectations keep evolving, cold coffee has exploded and younger travelers want to discover new things. Where do you see hotel coffee heading over the next few years and what’s a moment that captures why coffee matters so much in this industry?
Stevens: We’re entering an exciting period because guest expectations are becoming higher and more diverse. Travelers want quality, personalization, convenience and discovery. Cold coffee is a great example of how tastes are evolving.
We’ll see coffee become an even greater point of differentiation for hotel brands. The most successful properties will view coffee as part of the overall guest experience rather than simply an amenity. The opportunity for Nespresso is to help hotels meet those evolving expectations, whether that’s a familiar coffee that feels like home or a new experience that becomes a memorable part of a guest’s stay.
Consider a traveler arriving late after a delayed flight and a full day of meetings. The next morning, they make a really great cup of coffee. On the surface, it’s a small thing, but in that moment there’s comfort, familiarity and a sense of normalcy. Guests remember how a place made them feel. Hospitality is at its best when it makes the guest feel like the star of the show, and coffee is one of the simplest ways to do exactly that.