In the hospitality sector, coffee is no longer just a post-dinner afterthought, it is a core element of the overall customer experience. Whether it is a flawless morning cappuccino at a hotel breakfast buffet or a premium espresso served in a luxury restaurant, the quality of a venue’s coffee speaks volumes about its brand.

In our latest Team Spotlight, we catch up with Jenna Caves, HORECA Account Manager at Nespresso Professional, covering the west of Scotland. Jenna shares how she partners with hospitality venues to deliver tailored coffee solutions, the machines best suited for high-volume environments, and how venues can use seasonal coffee trends to boost guest satisfaction.

What is your role within Nespresso Professional?

JC: I’m a HORECA Account Manager at Nespresso Professional, where I’m responsible for both developing new business opportunities and managing a portfolio of existing clients across the hotel and restaurant sector throughout the west of Scotland. My role involves building strong relationships with hospitality partners, understanding their operational needs, and delivering tailored coffee solutions that enhance guest experience and support business growth.

What are the main factors that venue managers consider when choosing their coffee solution?

JC: The main factors clients consider when choosing a coffee solution are quality, consistency, reliability, and ease of service. In the hospitality sector especially, coffee has become an important part of the overall guest experience, so businesses want a solution that delivers a premium cup every time while also being efficient for staff to operate during busy service periods. Clients also look closely at machine reliability, speed of service, and the level of support provided by their supplier, including training, maintenance, and account management. Sustainability is becoming increasingly important too, with many businesses wanting to partner with brands that align with their own environmental goals and values.

How do you work with businesses that choose Nespresso Professional?

JC: I work closely with businesses from the initial consultation stage right through to ongoing account management, ensuring the coffee solution is tailored to their specific needs and guest experience. This starts with understanding their business, including service style, daily volumes, and operational requirements, so we can recommend the most suitable Nespresso Professional machine and coffee solution. Once a partnership is established, I support clients with installation coordination, staff training, and onboarding to ensure the transition is smooth and the team feels confident using the equipment. Ongoing relationship management is a key part of my role, with regular reviews, support visits, and proactive communication to help clients maximise the value of their coffee offering.

Which Nespresso machines are most popular for hospitality businesses?

JC: The most popular Nespresso Professional machines within the hospitality sector tend to vary depending on the environment and needs of the client. The Aguila is typically the preferred solution for high-volume hospitality venues and is particularly popular within hotels and restaurants as a main coffee offering. Its ability to deliver barista-style coffee and milk-based recipes consistently, while handling high demand during busy service periods, makes it ideal for breakfast service and restaurant environments.  The Momento 120 is widely used in self-service areas and hotel breakfast spaces, where ease of use and speed of service are key.  For in-room hotel solutions, the Zenius remains extremely popular due to its compact design, reliability, and premium coffee quality. The Momento 100 is also a strong option for events, meeting spaces, and flexible hospitality environments, offering versatility, ease of use, and consistent coffee quality in locations where mobility and convenience are important.

How does working with Nespresso influence coffee offerings in venues?

JC: Working with Nespresso allows venues to elevate their coffee offering by delivering a consistently premium coffee experience that matches the high standards expected within the hospitality sector. Clients are able to offer a wide variety of high-quality coffees and recipes while maintaining speed, consistency, and ease of operation for their teams. For many venues, coffee has become an important part of the overall guest journey, whether that’s during breakfast service, after dining, in meeting spaces, or within hotel rooms. Nespresso Professional solutions help businesses enhance that experience by combining premium coffee quality with reliable, user-friendly technology that supports efficient service during busy periods.

Do venues see an increase in customer uptake when offering Nespresso?

JC: Yes, many venues do see a positive increase in customer uptake and guest satisfaction when offering Nespresso Professional as part of their hospitality experience. Businesses often find that offering a recognised premium coffee brand helps enhance perception of their venue and encourages repeat visits, particularly when the coffee experience is consistent and easy to deliver across different service areas.

What are the advantages of using Nespresso during peak hours or high demand periods?

JC: One of the key advantages of using Nespresso Professional during peak service periods is the consistency and speed it delivers, even in high-demand environments. Within hospitality, busy breakfast services, restaurant turnovers, conferences, and events all require coffee solutions that can perform efficiently without compromising on quality. Nespresso Professional machines are designed to produce premium coffee quickly and consistently, helping venues maintain service standards during busy periods while reducing pressure on staff.

How do venues adapt their coffee offering for different seasons or special events?

JC: Within hospitality, coffee is often used as an opportunity to enhance the overall guest experience and create added value during key trading periods. Seasonal menus are particularly popular, with venues introducing different coffee recipes and flavours to suit the time of year. For example, warmer milk-based drinks and indulgent flavours tend to perform well during autumn and winter, while iced coffees and lighter recipes become more popular during spring and summer. As an account manager, part of my role is supporting clients with ideas and recommendations that help them maximise seasonal opportunities, enhance guest experience, and ensure their coffee offering continues to evolve alongside customer expectations and hospitality trends.

Elevate Your Hospitality with Nespresso

Whether you are running a boutique restaurant or a busy hotel, Nespresso Professional delivers the consistency and elegance your guests expect, with sustainability at the fore.

• Barista quality: deliver rich, consistent lattes and espressos at the touch of a button.
• Tailored solutions: from the compact Aguila 220 to large-scale systems, we have a machine to fit your volume.
• Sustainability at heart: our recyclable capsules reflect a commitment to the environment that resonates with modern diners.

Ready to find out more?  Explore our range of coffee machines to find your perfect match, or book your personalised coffee experience today to discover what Nespresso can do for your business.