Suzanne Markham Bagnera

Suzanne Bagnera

Clinical Assistant Professor & Undergraduate Program Coordinator

Suzanne Markham Bagnera 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 positions as General Manager at Holiday Inn Hotel & Suites, Staybridge Suites, and Holiday Inn Express. She has been an adjunct instructor for the Masters program in Hospitality Management at Johnson & Wales University and was previously an Assistant Professor at Endicott College in the School of Hospitality Management. Prior to that, she was the Program Director of the Hospitality Management program at Mount Ida College and has also taught classes at Bunker Hill Community College in the Hotel & Restaurant Management Department and for the Massachusetts Lodging Association (MLA).

Presently, she a member of the International Council of Hotel, Restaurant, & Institutional Education (I-CHRIE) and serves as Treasurer for the North East North American Federation, Nomination Committee member, and Finance Committee member, in addition to several special interest groups. Previously she served as Secretary for the Federation along with a position on the Bylaw Committee and the Nomination Committee. She is the Social Media Coordinator for the International Hospitality Information and Technology Association (iHITA). 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. In addition, she is a reviewer for the annual Hospitality Graduate Conference. Annually, Suzanne serves as the Event Manager for the Restaurant Service aspect of the State of Massachusetts SkillsUSA competition. She has previously served on the Board of Directors for the MLA’s Education Foundation and was the Chairperson on their Educational Committee as well as a member of the Massachusetts Restaurant Association’s Education Committee.

Suzanne is the faculty advisor for the AH&LA student chapter who is responsible for planning the coordination of the annual trip to New York City in the fall for the Hotel Experience Show. In addition, she is faculty advisor for the Eta Sigma Delta honor society. As BU implements a new general education program, BU HUB into the educational programing for incoming freshman, she serves as the SHA Ambassador to complete this transition.

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.

Recent Publications:

Markham-Bagnera, S. & Schrier T. (2016, January). Managerial Response Impact on User-Generated Hotel Reviews. Poster session presented at the meeting of Hospitality Graduate Conference, Pennsylvania.

Markham-Bagnera, S. & Lee, K.E., Schrier, T. (2016, January). An Empirical Study on Factors Affecting Continuance Intentions of Using MICE Mobile Applications. Poster session presented at the meeting of Hospitality Graduate Conference, Pennsylvania.

Markham-Bagnera, S. & Lee, K.E., Schrier, T. (2016, January). Inter-City Comparisons of the Economic Impact of the Convention Industry. Poster session presented at the meeting of Hospitality Graduate Conference, Pennsylvania.

Markham-Bagnera, S., Arendt, S., & Schrier, T. (2015). The development of responses to social media reviews in the lodging industry. Journal of Hospitality and Tourism Cases.

Markham, S. (2011, Spring). Engaging students through social media to promote learning. New England Faculty Development Consortium (NEFDC) Newsletter , 22 (2), 5-7.