Suzanne Markham Bagnera, Ph.D.

Bio

Visiting Assistant Professor, Suzanne Markham Bagnera, Ph.D., brings more than 22 years of higher education experience and more than 25 years of hands-on industry experience in the hospitality sphere to her leadership role at the institute. 

During the week, Suzanne also serves as the Executive Producer for the #1 podcast in the hospitality space, No Vacancy Live, with hosts Glenn Haussman and Anthony Melchiorri. During the podcast, guests from the industry engage in what is happening in the hospitality industry. The podcast is rated among the top half of a percent of all podcasts globally.  In 2023, the podcast received the Industry Recognition Award by ICHRIE.

In 2020, Suzanne founded the Hospitality Leadership Academy, where she serves as Managing Partner. Together with her business partners, HLA seeks to offer customized training and management services for businesses seeking to improve their customer service experience, dazzle customers, and develop talented employees.

She is the co-author of the textbook Human Resource Management in Hospitality Cases, published by Routledge. Suzanne recently authored seven chapters in the new edition of the Hospitality & Tourism Management Program textbook by the American Hotel & Lodging Educational Institute. Additionally, she has co-written the Organizing Staff chapter in the Operations Management in the Hospitality Industry textbook.

Suzanne started in the hospitality industry working at Louie’s Shore Restaurant in New York, where on-scene filming for Meet the Parents occurred. 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). 

Recently, Suzanne served as Director of the Indian River State College (IRSC) Hospitality Institute, where she oversaw curriculum development and partnership relationships. She also served as a faculty member teaching classes in the hospitality program.  Prior to moving to Florida, Suzanne was the Clinical Assistant Professor and Chair of Undergraduate Programs in the School of Hospitality Administration at Boston University. She has been an adjunct instructor for the Master’s and Online programs in Hospitality Management at Johnson & Wales University, an adjunct professor at Fisher College, an Assistant Professor at Endicott College in the School of Hospitality Management, the Program Director and Assistant Professor 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 Suzanne was awarded the Lamp of Knowledge for being an Outstanding U.S. Educator by the American Hotel and Lodging Educational Institute (AHLEI).

Presently, she is a member of the International Council of Hotel, Restaurant, and Institutional Education (I-CHRIE), has served as President of the North East North American (NENA) Federation and the co-chair of the Federation Sub-Committee for the 75th Anniversary Task Force. Additionally, Suzanne has served as a board member of the Florida Restaurant Lodging Association Treasure Coast Chapter and on the American Hotel & Lodging Educational Institutes’ Education and Certification Advisory Council (ECAC). Suzanne serves as a peer reviewer for the Journal of Hospitality and Tourism Technology, the Journal of Hospitality and Tourism Insights, the International Journal of Gaming Hospitality and Tourism, and multiple special interest groups for the I-CHRIE annual conference. For more than nine years, Suzanne served as the Event Manager for the Restaurant Service aspect of the State of Massachusetts SkillsUSA competition.

Suzanne earned her doctorate from Iowa State University in Hospitality Management. Her dissertation topic examined the impact that hotel reviews on TripAdvisor have on revenue in the Boston market of hotels. She earned her M.B.A. in Management and B.S./A.S. in Hotel/Restaurant Management from Johnson & Wales University—graduating Summa Cum Laude with membership into the Eta Sigma Delta honor society. She additionally holds numerous certifications in hospitality training which include Certified Hotel Administrator (C.H.A.) and ServSafe. Her research interests include customer service, training, teamwork, and lodging operation management.

In 2022, Suzanne was recognized as one of the 100 Most Powerful People in USA Hospitality, and in 2021 as the 25 Most Influential Educators in Hospitality by the International Hospitality Institute. In 2023, the International Hospitality Institute recognized Suzanne as one of the Top 50 Global Social Media Influencers in Hospitality and 30 Most Influential Educators.