The coffee crema – that dense, hazelnut-coloured layer that tops a well-extracted espresso – is much more than just a visual detail. For professionals in the Hospitality sector, achieving and showcasing the perfect crema can elevate the entire customer experience. In an increasingly competitive and experience-driven market, mastering coffee extraction and milk texturing is a necessity.
The Università del Caffè offers training and support that elevate the skills of coffee lovers, ensuring the perfect crema every time.
This article explores the key elements behind a perfect coffee crema, the role of latte art in enhancing customer satisfaction, and why ongoing barista training is a strategic investment for venues aiming to stand out.
Read on!
When you pull a shot of espresso, one of the first things you notice is the golden-brown layer that forms on top: the crema.
Far from being just a decoration, this foam is a complex emulsion of oils, proteins, sugars and carbon dioxide released during the high-pressure extraction process. Scientifically speaking, crema forms when hot water under about nine bars of pressure forces its way through finely ground coffee, dissolving gasses and volatile compounds. As the liquid exists the spouts of the portafilter, the sudden drop in pressure allows these gases-maily CO2- to come out of solution, creating bubbles that get stabilized by natural surfactants in the coffee. The result is a foam structure very similar, on a microscopic level, to the head of a well-poured beer.
Crema is often described as the ‘crown’ of espresso, but its role is more than aesthetic. It acts as a kind of aromatic lid. Trapping volatile compounds that would otherwise escape quickly. When you take your first sip, the crema helps deliver a burst of aroma along with a silky texture, amplifying the sensory experience. Chemically, the balance of lipids, melanoidins (the brown pigments formed during roasting), and micro bubbles creates the characteristic mouthfeel and lingering after taste. However, not all crema is created equal: too much gas from very fresh beans can lead to an overly foamy, unstable crema, while older beans will produce a thinner, less vibrant layer due to degassing over time.
Interestingly, crema is not always a direct indicator of espresso quality. While a rich, hazelnut-coloured foam usually signals a well-executed extraction with fresh beans, some coffees-especially lightly roasted, high altitude Arabicas- naturally produce less crema due to their lower oil content. On the other hand, Robusta beans tend to generate thicker, more persistent crema thanks to their higher levels of soluble compounds and lipids.
This means that understanding crema requires balancing science with context: bean variety, roast profile, and brewing technique all influence what appears in the cup.
In hospitality, where attention to detail is paramount, the coffee crema becomes the first sensory contact between the guest and their coffee. A thin or broken crema signals a technical error – and can diminish the entire perception of the offer. A flawless crema, on the other hand, instantly communicates professionalism and care.
But in many Hospitality contexts, the coffee experience doesn't end with the espresso shot. Beverages like cappuccino, flat white, or latte – now increasingly popular – rely not only on the quality of the espresso, but also on the mastery of milk steaming and pouring.
This is where latte art comes in: a natural evolution of technique that builds on the crema's stability and the barista's skill, enhancing both the visual appeal and perceived value of the drink.
In recent years, latte art has become a tangible sign of craftsmanship. Creating a leaf, heart or rosetta on the surface of a cappuccino requires precise milk texturing, control of pouring technique and – crucially – a well-extracted espresso with a stable crema.
Latte art signals attention to detail and reinforces the perception of care, consistency and quality. For many guests, it's a small gesture that significantly enhances the coffee moment – and one that can turn a simple drink into a shareable, memorable experience.
According to recent surveys, 27% of customers would be more likely to order coffee if it were better presented – including aspects like latte art and professional crockery.
In an era where hospitality and aesthetics go hand in hand, latte art offers operators a powerful way to stand out and drive repeat visits.
Even the best coffee blend cannot compensate for a lack of technical knowledge. That's why barista training has become one of the most effective tools to:
improve service consistency
increase staff motivation
reduce turnover
enhance the overall customer experience
Today’s baristas are real coffee artisans who contribute directly to your brand's reputation. From grind size to tamping, from milk steaming to extraction time – these professionals need structured training and continuous upskilling.
The result? A coffee offer that’s not only reliable but memorable.
Training empowers baristas to consistently deliver high standards – but where and when this expertise is showcased can be just as important.
In most restaurants, coffee is the final chapter in the customer journey, a moment that holds unexpected power over the guest’s overall impression.
Coffee is often the last sensory note a guest experiences before leaving the venue. As such, it can seal a lasting positive memory – or undo much of the good created by the meal itself. An espresso lacking crema, or a cappuccino served with poorly steamed milk, can quietly erode the perception of quality, even in an otherwise flawless service.
Research confirms this: 58% of guests in casual dining settings believe coffee quality should be improved, and many state they’d be more likely to return – or pay more – if premium coffee was part of the offering.
In the world of Hospitality, where every moment counts, coffee is not an afterthought – it’s a strategic touchpoint.
A perfect coffee crema is just the surface of a deeper commitment to quality. Behind every exceptional espresso lies a thoughtful choice of equipment, expertly sourced beans, well-trained staff, and a vision focused on consistency and experience. In a market where guest expectations are rising, attention to these elements offers a real competitive edge.
If you're ready to elevate the coffee experience in your restaurant or bar, illy offers professional solutions including premium coffee products, certified barista training, and the option to request a free trial to test the service directly in your venue.
Contact us to activate your free trial and discover how to deliver a superior coffee experience, one cup at a time.