EXECUTIVE Q & A
Not Your Average Joe
HOW NESPRESSO ELEVATES THE HOTEL GUEST EXPERIENCE— ONE CUP AT A TIME.
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 inroom 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,
Nick Stevens, head of B2B, Nespresso for Business
70 hotelsmag. com September 2026