Guest Engagement with a Cup of Cappuccino

Upon receiving your cappuccino, from almost any outlet, you may be asked if you would like chocolate on top*. When you do receive your tazza, there’s often some sort of design - a heart, leaf or even a logo produced with the help of a stencil.

While enjoying breakfast at one of the finest hotels in London last year, I ordered a cappuccino. The chocolate topping was presented as the logo of the hotel. Personally, I’m not a huge fan of overbranding and it doesn’t speak to me in a very personal way. Does the guest of the hotel need to be reminded of where he or she is staying? Of course not. Perhaps it was an attempt to associate an amazing cup of cappuccino with the hotel by imprinting the logo in the minds of guests?

If one of the main tenets of a hotel is personalization and or customization, what’s your take on a hotel offering a branded cup of coffee? I’d love to hear your thoughts on this.

Speaking of a cup of java, if you’re in the hotel industry and have as much enthusiasm as I do for the guest experience, let’s catch up over a coffee in person or on a video call.

* You may never see a chocolate or similar topping if the cappuccino is served by a traditional Italian establishment. They will see such toppings as schifoso!

Sincerely,

Damon