To celebrate the 26th anniversary of Macau University of Science and Technology, the Faculty of Hospitality and Tourism Management held the fifth "Tourism Industry Master Lecture" in the D hall on 2026 April 17. Ms. Claire Jollain, Academic Dean of HIM Business School, delivered a speech entitled " Meet the HENRY's." Dean Ben K. Goh, Program Director Feng Yan, Program Director Brenda Yang, Program Director Pan Su Ying and approximately 400 teachers and students attended this lecture.
Guest Speaker, FHTM Teachers and Students’ Group Photo
Dean Ben K.Goh, on behalf of all faculty and students of FHTM, extended a warm welcome to Ms Claire Jollain. He encouraged the audience to cherish this precious opportunity to interact closely with the expert, reflect deeply on how to accurately understand the consumption characteristics and service needs of the “potential middle class”—especially the HENRY group—amid the ongoing transformation of the tourism and service industry, grasp industry development trends from the lecture, broaden international horizons, enhance understanding of future service innovation, experience design and management practices, so as to lay a solid foundation for their future studies and career development.
Dean Ben K. Goh Delivered an Opening Speech
Dean Ben K. Goh Presented a Souvenir to Ms. Claire Jollain
During the lecture, Ms. Jollain provided a deep-dive analysis into the five sub-groups of the HENRY segment: X-Fluents, Aspirers, Butterflies, Cocooners, and Temperate Pragmatists. She highlighted that while this group is not yet ultra-wealthy, they represent the vast majority of market potential. Their consumption logic has shifted from material possession to experiential quality and emotional identity.
Drawing on cases from top-tier brands like Bvlgari Hotels and Six Senses, Ms. Jollain proposed strategies centered on core value perception and optimized experience scenarios. She emphasized that high-end services must move beyond traditional pricing to create meaningful emotional connections.
Ms. Claire Jollain Gave a Lecture
During the Q&A session, faculty and students actively raised questions and engaged in in-depth exchanges with Ms. Claire Jollain on topics including consumption stratification of the potential middle class, behavioral characteristics of the HENRY segment, and how tourism and hospitality enterprises can enhance service appeal and brand value in actual operations. Based on the characteristics of the five sub-groups introduced in the lecture, Dean Claire patiently answered students’ inquiries regarding market positioning, service design, experience creation and emotional connection building. She further noted that enterprises should pay more attention to insights into the lifestyle and value orientation of the highly potential HENRY group, and respond to their diverse needs through differentiated and refined service strategies. This interaction not only deepened students’ understanding of the lecture content, but also inspired them to rethink the direction of service innovation in the future tourism and hospitality industry from the perspectives of market segmentation and customer experience.
FHTM Students Interacted with Guest Speaker
Ms. Claire Jollain, an accomplished academic leader with expertise in higher education and hospitality management. She currently serves as Academic Dean at the Hotel Institute Montreux (HIM), where she led the institution to multiple “Business School of the Year” awards in 2025. Ms. Claire specializes in curriculum innovation, integrating AI, Gen Z engagement, and experiential learning approaches such as LEGO® SERIOUS PLAY®. She holds a Master’s degree in Higher Education from the University of Derby and a Master’s in International Marketing from EDHEC Business School. Through her career, she has built industry partnerships with top luxury brands including Dior and Bvlgari. Ms. Claire is dedicated to ensuring students are “World Ready” for the future workforce.
