Suzanne Markham Bagnera

Clinical Assistant Professor, School of Hospitality

Suzanne started in the hospitality industry working at Louie’s Shore Restaurant in New York, where part of Meet the Parents was filmed. She has held the position of General Manager at Holiday Inn Hotel & Suites, Staybridge Suites, and Holiday Inn Express. Suzanne has worked in each of the hotel department operations positions (e.g. Guest Services, Food & Beverage, Restaurant, Revenue Management). She has been an adjunct instructor for the Master’s program in Hospitality Management at Johnson & Wales University, an Assistant Professor at Endicott College in the School of Hospitality Management, the Program Director and Instructor in the Hospitality Management program at Mount Ida College, an Instructor at Bunker Hill Community College in the Hotel & Restaurant Management Department, and an instructor for the Massachusetts Lodging Association (MLA). In 2016, the AHLEI awarded her with the Lamp of Knowledge for being an Outstanding US Educator.

Presently, she a member of the International Council of Hotel, Restaurant, & Institutional Education (I-CHRIE) and serves as a Past President for the North East North American Federation (NENA) and is the co-chair of the Federation Sub-Committee for the 75th Anniversary Task-Force. Suzanne has also been named to the American Hotel & Lodging Educational Institutes – ECAC – Education and Certification Advisory Council. Suzanne serves as a peer reviewer for the Journal of Hospitality and Tourism Technology and for multiple special interest groups for the I-CHRIE annual conference. Annually, Suzanne serves as the Event Manager for the Restaurant Service aspect of the State of Massachusetts SkillsUSA competition. She holds numerous certifications in hospitality training; Certified Hotel Administrator (CHA) and ServSafe.

Suzanne earned her M.B.A. in Management and B.S. in Hotel/Restaurant Management from Johnson & Wales University where she graduated Summa Cum Laude with membership into the Eta Sigma Delta honor society. In October 2016, she received her doctorate from Iowa State University in Hospitality Management. Her dissertation topic examined the impact that hotel reviews on TripAdvisor have on the revenue in the Boston market of hotels. Her area of research interest includes customer service, training, teamwork, and lodging operation management. She is the co-author of the textbook, Human Resource Management in Hospitality Cases, published by Routledge. Additionally, she has authored seven chapters in the upcoming new edition of the Hospitality & Tourism Management Program textbook by the American Hotel & Lodging Educational Institute.