Claire Jollain: Redefining Hospitality & Higher Education through Empathy, Innovation & Gen Z Insight

Resilience and a bold spirit to disrupt the status quo are the cornerstones of Claire Jolain's remarkable career journey. From serving as the Dean of HIM Business School in Switzerland to revolutionizing the face of higher education, Claire has redefined the rulebook by combining academic acumen with emotional quotient, accompanied by a deep understanding of Gen Z students.

A French citizen with over 10 years in Switzerland, Claire's career is divided into two equally exciting chapters. The first one was based on Europe's rich events sector, where for more than a decade she organized fashion shows, gala dinners, and destination weddings in France, Italy, and Spain.

The second leaf of her life’s book opened up when she discovered her passion for teaching while orchestrating event courses in France. Attracted to the systemized and immersive Swiss hospitality school model, Claire made a full-time shift to education, working for leading institutions such as César Ritz Colleges, SHMS and HIM Business School She climbed the ranks over the years to become the Dean of HIM, a business school boutique, where she presently moulds the professional and personal development of 400 students from across the globe.

Today, Claire’s personality is distinguished by her commitment to teaching and empowering Gen Z. Since 2018, she has studied how they learn and crafted prescriptive models of teaching designed around structure, clarity, and emotional safety.

In a conversation with Global Woman Leader, Claire shares her evolution from event entrepreneur to education leader.

Take us through the early years of your professional journey.

I spent 12 years working in events across France, Italy, and Spain, though never in Switzerland. I began with a company providing equipment for major events, then launched my own agency, specializing in fashion shows, gala dinners, and destination weddings.

At a time when wedding planning was rare in France, especially for English-speaking clients, my language skills helped attract international business and taught me how communication opens doors.

Through the years, I honed skills in stress management, guest experience, and people engagement. Interestingly, I’ve planned countless weddings without having one myself. My objectivity, shaped by personal detachment, remains a strength I now bring into my work in education.

What drew you to hospitality education? How has your journey as an educator been?

I moved to Switzerland after discovering a passion for teaching event management in France, where formal courses were lacking. As structured programs emerged, I was eager to contribute and sought better work-life balance, which is something teaching offered while keeping me connected to the industry.

Switzerland appealed to me because hospitality schools had already integrated event education. At César Ritz Colleges, I joined a strong hospitality culture where students live, eat, and study on campus, allowing for a holistic learning experience focused on personal growth.

Teaching students from over 25 nationalities broadened my perspective. After a year of teaching events, I became a program manager for the first two years of the hospitality curriculum, expanding my academic responsibilities.

What I love about both events and education is witnessing transformation. Students arrive at 18 and grow remarkably over three years.

I don’t treat everyone the same way because the way i want to be heard or supported might differ from someone else’s

What’s your expertise in Gen Z leadership? How are you redefining higher education?

I’ve been passionate about empowering Gen Z since 2018, studying their mindset while teaching digital marketing at HIM. Early assignments revealed how differently they see themselves compared to public perception, with recurring patterns across cultures.

The pandemic highlighted their strong need for in-person interaction and structure. In response, I created a Gen Z teaching framework, which includes six to seven practical “golden rules”, which gained traction on LinkedIn and among educators.

At HIM, now a business school, we retain hotel school practices like dress codes and punctuality to ease Gen Z’s fear of failure (“Fear of Messing Up”) and reduce anxiety. We've also adapted to their shorter attention spans, difficulty with prioritization, and mental health challenges shaped by lockdowns.

Gen Z isn’t lazy or screen-addicted, they’re values-driven and capable, thriving when met with empathy, structure, and support.

How does Gen Z workforce differ from older generations? What shapes their talent today?

Gen Z values trust and transparency. Motivated when they understand the purpose behind their work, authority alone doesn't drive them. Once aligned, they welcome feedback and want their voices heard.

They’re also self-aware, open to feedback, conscious of mental health, and aware of social media’s impact. However, many struggle with resilience, having been shielded from failure. At HIM, we tackle this by teaching them how to fail, even rewarding teams who take risks and learn from setbacks. To lead Gen Z effectively, managers must adapt their approach.

What are the biggest challenges in higher education leadership today? How do you overcome them?

Our approach is quite different from large business schools. We’re a small institution with about 400 students who live, eat, and study on campus. One of the biggest challenges in higher education today is the highly competitive and confusing landscape.

We don't aim to be the best in academic research. Our goal is to be the best in delivering a high-quality student journey. That requires care, a customized approach, and consistency in delivering on our promises.

We’ve developed a tool with our Head of Innovation that scans job market requirements for bachelor-level roles and maps them against our curriculum. This openness has strengthened our ties with industry and reinforces our position as a challenger in a competitive space.

What drives your continued growth and success?

I believe everyone, regardless of background, wealth or status, wants three things: to be seen, to be heard, and to be cared for. I apply this belief in every relationship, whether with students, teachers, or colleagues.

Professionally, one critical lesson I’ve learned is not to let ego lead. Ego can be your worst enemy. It convinces you you’re better than others or invincible. I’ve come to embrace doubt, it keeps me grounded and ready for challenges. Earlier, I feared doubt. Now I see it as part of the growth process.

Claire Jollain, Dean, Him Business School

Claire Jollain is the Dean of HIM Business School in Switzerland, where she is dedicated towards nurturing the next generation of business leaders by offering a transformative learning environment which blends academic rigor with practical industry insights. She also has two masters degrees, one in management and one in education along with a certificate in adult training.