An Interview with Jenn Scheurich
The BLLA Events Team sits down with Jenn Scheurich, Vice President, Head of Capital One Travel, Lounge, & Retail Experience, and one of our facilitators from the 2023 Boutique Hotel Owners Conference on October 10-11, 2023.
BLLA: How did you come to enter the hospitality industry?
JS: Throughout my time at Capital One, I’ve worn many hats — but several years ago, I was presented with the opportunity to become Head of Travel and oversee the amazing team working to build differentiated travel offerings for our customers. I was excited to take on this role not only because of my personal passion for travel, but because I know travel is something our customers value most and it’s exciting to deliver offerings that help them make these memories with their family and friends. Over the past several years, our team has provided everything from tools our customers can use to ensure they get the best available price when booking travel to a locally sourced, locally-inspired food + beverage program in our Lounges to keep travelers refueled on busy travel days and make “sad salads” a thing of the past. We’re approaching travel in a very different way, and our cardholders are taking note.
BLLA: What is the mission statement of your company?
JS: Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We were founded on the belief that the banking industry would be revolutionized by information and technology, beginning with credit cards. We apply this mission to travel by focusing on relentlessly challenging the status quo and building new, industry-leading solutions from the ground up to make travel even more seamless and rewarding.
BLLA: What does boutique mean to you?
JS: Boutique to me means personalized, authentic, and true to the destination. Our cardholders have a passion for finding local gems and hotels are no exception — they are searching for unique experiences to deepen their understanding of a location or culture.
BLLA: What are the top three trends that you see in the boutique hotel technology space?
JS: Sustainability: Travelers are looking for more ways to be conscious of their impact when they travel including their effects on the local environment and people.
Evolving customer segments: With Millennials coming into the prime of their spending power and their high interest in travel/experiences, boutique hotels have an incredible opportunity to tap into a segment that is looking for the more curated, authentic experience.
Authenticity: Our customers are looking for deeper ways to experience the culture, food, and atmosphere of their travel destinations and this extends to lodging. We’ve seen a lot of success in highlighting unique local gems where customers feel a sense of place.