Suzanne BagneraSuzanne Bagnera, Assistant Professor
School of Hospitality Management

Email: sbagnera@endicott.edu
Phone: 978-232-2161
Office Location: Van Loan School of Graduate and Professional Studies
Office Number: 322
Office Hours: Fall 2014 - by appointment only; email for times.


Courses

HTM 108 - Rooms Division Management

HTM 213 - Hospitality Sales & Marketing

HTM 310 - Convention Sales & Service

HTM 350 - Resort Management

HTM 380 - Corporate Event Management

HTM 400 - Contemporary Issues (Social Media)

HTM 480 - Senior Internship

HTM 489 - Senior Thesis I

HTM 490 - Senior Thesis II

Resume/C.V.

EDUCATION

            Ph.D, HOSPITALITY MANAGEMENT, candidate for graduation 12/14

                        Iowa State University, Ames, IA

                        Cummulative GPA 3.95/4.00

            M.B.A., MANAGEMENT, 5/98

                        Johnson & Wales University, Providence, RI

                        Cumulative GPA 3.78/4.00

            B.S., HOTEL / RESTAURANT INSTITUTIONAL MANAGEMENT, 8/96

                        Johnson & Wales University, Providence, RI

                        Concentration in LEADERSHIP STUDIES

                        Cumulative GPA 3.87/4.00 Summa Cum Laude Honors

                        Eta Sigma Delta Honor Society

                        Golden Quill Honor Society

                        Silver Key Honor Society

            A.S., HOTEL / RESTAURANT MANAGEMENT, 5/95

Johnson & Wales University, Providence, RI

Cumulative GPA 3.97/4.00 Summa Cum Laude Honors

ADMINISTRATIVE EXPERIENCE AND ACCOMPLISHMENTS

MOUNT IDA COLLEGE, Newton, MA

Program Director, Hospitality Management, 2007-2012

MOUNT IDA COLLEGE, Newton, MA

Retention Coordinator, Enrollment & Marketing: SummerProjects 2009, 2010

 

PROGRAM DIRECTOR

MOUNT IDA COLLEGE, Newton, MA

CURRICULUM DEVELOPMENT

MOUNT IDA COLLEGE, Newton, MA

STUDENT ADVISOR/MENTORSHIP

MOUNT IDA COLLEGE, Newton, MA

Eta Sigma Delta Chapter, I-CHRIE

            Hospitality Club

Internship and Additional Field Service Supervision

Internships supervised: Best Western, Aramark, Holiday Inn, Hyatt, Hilton, InterCruises, Hampton Inn; Mount Ida College, 2007-2012

Approved, Monitored, & Maintained tracking for 400 hours of field experience of students

Advised all students in the Hospitality Management program and several Business students (More than 42 students)

ENDICOTT COLLEGE, Beverly, MA

            AH&LA Chapter

Internship Supervision

Senior Internship, 12 credits / 450-480 hours; Fall 2012, Fall 2013

Sophomore Internship, 3 credits, Winter & Summer sessions

Freshman Internship, 3 credits, Winter & Summer sessions

Internships supervised: Boston Harbor Hotel, Langham Hotel, Montvale Plaza, Capers Catering, North Shore Chamber of Commerce, Brooksby Village, GBCVB, Four Seasons.

TEACHING EXPERIENCE

ENDICOTT COLLEGE, Beverly, MA

Assistant Professor, School of Hospitality Management, 2012-Present

            Rooms Division Management                          Resort Management

            Convention Sales & Service                            Senior Internship

            Contemporary Mgmt: Social Media                 Corporate Event Management

            Hospitality Sales & Marketing                          Senior Thesis I and II

JOHNSON & WALES UNIVERSITY, Providence, RI

Adjunct, Hospitality, Alan Shawn Feinstein Graduate School, 2010-Present

            HOSP5000: Hospitality & Tourism Information Technology

            HOSP6526: Hospitality & Tourism Information Technology

MOUNT IDA COLLEGE, Newton, MA

Instructor, Hospitality Management, 2007-2012

Old Program Courses

Introduction to Hotel & Tourism Management

Food & Beverage Management

Hotel Operations

Management Case Seminar

Food Sanitation & Safety

Hospitality Marketing & Sales

Convention Sales & Service

Hotel Planning Operations

Business Courses:

Customer Relationship Management

Current Issues

New Program Courses

Food Sanitation & Safety

Hospitality Service Management

Hospitaly Sales & Marketing

Hotel Operations

Housekeeping Management

Introduction to Hospitality Management

Meeting Sales & Service

    Dining & Beverage Service Mgmt.

    Hospitality Purchasing

    Hospitality Supervision Management

New Courses in Development

    Revenue Management

BUNKER HILL COMMUNITY COLLEGE, Charlestown, MA

Adjunct Instructor, Hotel / Restaurant Management, 2002-2005

            Introduction to Hospitality

            Food & Beverage Management II

            Lodging Operations I

MASSACHUSETTS LODGING ASSOCIATION, Cambridge, MA

Industry Instructor, 2001-2004

            Hospitality Accounting

Hospitality Law                       

Managing Front Office Operations

HOSPITALITY EXPERIENCE

Hampton Inn & Suites, Saunders Hotel Group; Norwood, MA

FRONT DESK TRAINING CONSULTANT, Summer – 5/11-8/11

Goodwin & Associates Hospitality Services, LLC; Concord, NH

Customer Perspectives and Service with Style

MYSTERY SHOPPER, 8/07 – Present

Holiday Inn Hotel & Suites, Midland Hotel Corporation, Peabody, MA

GENERAL MANAGER, 1/07 – 8/07

Staybridge Suites, InterContinental Hotels Group, Boston – Burlington, MA

GENERAL MANAGER, Interim, 7/05 – 1/06

Staybridge Suites, InterContinental Hotels Group, Boston – Andover, MA

GENERAL MANAGER, 2/05 – 5/06                            

Holiday Inn Express Hotel & Suites, InterContinental Hotels Group, Cambridge, MA

GENERAL MANAGER, 01/02 – 5/04                          

Super 8 Motel - Danvers, 106 Reality Inc., Danvers, MA

GENERAL MANAGER, 08/01 – 01/02                                    

Holiday Inn Express Boston, Jiten Hotel Management, Boston, MA

GENERAL MANAGER, 04/01 – 06/01                        

Holiday Inn Select Government Center, Bass Hotels & Resorts, Boston, MA

GUEST SERVICE MANAGER / SERVICE COORDINATOR / MOD / ACTING FOOD & BEVERAGE MANAGER / QUALITY CZAR,10/99 – 04/01

Holiday Inn Boston – Randolph, Peabody Hotel Group, Randolph, MA

FRONT DESK MANAGER, 9/98 – 10/99                     

Holiday Inn Taunton, Wellsley Inc., Taunton, MA

FRONT DESK SUPERVISOR / CONSULTANT, 6/98 – 9/98                 

Holiday Inn-Select Boston – Government Center, Bristol Hotels & Resorts, Boston, MA

ASSISTANT GUEST SERVICE MANAGER, 12/97 - 9/98         

Johnson & Wales University, Providence, RI

HALL DIRECTOR & RESIDENT ASSISTANT, 8/94 – 12/97

Carnevale Ristorante, Port Washington, NY

ASSISTANT MANAGER & CASHIER, 5/95 – 8/95

Johnson & Wales Inn, Seekonk, MA                 Johnson & Wales University, Providence, RI

Radisson Airport Hotel @ Johnson & Wales, Warwick, RI

HOTEL & RESTAURANT INTERNSHIP, 9/94 – 11/94

-HOTEL MANAGEMENT:  Front Desk, Guest Services, Night Audit, Housekeeping & Reservations

-RESTAURANT MANAGEMENT:  Prepped, prepared & served meals for public dining   restaurants & banquet facilities.

Café America, Inc., Port Washington, NY

DINING ROOM MANAGER / SENIOR ACCOUNTS AUDITOR, 5/94 – 8/94

Roslyn Claremont Hotel, Café Europa, Roslyn, NY

HEAD WAITRESS, 5/93 – 4/94

Louie’s Shore Restaurant, Port Washington, NY

DINING ROOM SUPERVISOR (Restaurant shown in movie, “Meet the Parents.”), 5/90 – 5/93

PROFESSIONAL MEMBERSHIPS

Massachusetts Lodging Association (MLA)

            Board of Directors, Education Foundation

            Chair, Education Committee, Education Foundation

            Member, Special Interest Auction Task Force, Education Foundation

Massachusetts Restaurant Association (MRA)

            Member, Education Committee, Education Foundation

American Hotel & Lodging Association (AH&LA)

            New Chapter Advisor ~ Endicott College

National Restaurant Association (NRA)

International Council on Hotel, Restaurant and Institutional Education (I-CHRIE)

            Member, 4-year Institution Nomination Committee, 2011 - 2013

            Secretary, North East North American Federation, 2010 – present

            Member, Bylaw Committee, 2010 - present

            Member, Conference Committee, 2011-2012

International, Hospitality Information Technology Association (iHITA)

            Member, 2013-present

CHA (Cambridge Hotel Association) Member, 2002-2004

CREDENTIALS & CERTIFICATIONS    

Certified Hotel Administrator (CHA)

ServSafe Sanitation Certified

ServSafe Instructor & Proctor Certified

RESEARCH INTERESTS

§  Training in the hospitality field

§  Teamwork as a form of leadership in the hospitality field

§  Uses of social media as they relate to hospitality

§  Customer Service

PUBLICATIONS

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

PUBLICATIONS IN PROCESS

Markham-Bagnera, S., Arendt, S., & Schrier, T. (2014). The development of responses to social media reviews in the lodging industry. Journal of Hospitality and Tourism Cases.

PRESENTATIONS

Bagnera, S. ESD Keynote Introduction, Endicott College, Beverly, MA, September 2013.

Kasche, W. & Markham-Bagnera, S. The impact casino hotel social media specialists have on the rankings of user-generated content reviews. Graduate Conference, Houston, TX, January 2014.

Markham-Bagnera, S. What are the top factors that make hotels successful on TripAdvisor? I-CHRIE 2013 Annual Convention, St. Louis, MO, July 2013.

Markham-Bagnera, S. Impact of User-Generated Reviews on Hotel Bookings.  iHITA 2013 Annual Conference, Minneapolis, MN, June 2013. 

Bagnera, S. Customer Service. Marketing Class, Ben Franklin Institute of Technology, Boston, MA, April 2013.

Bagnera, S. ESD Keynote Introduction, Endicott College, Beverly, MA, September 2012.

Markham, S. & Pandit, R. Is Peer Evaluation Effective?  I-CHRIE 2012 Annual Convention, Providence, RI, August 2012. 

Markham, S. & Bagdan, P. Customer Service – What is Acceptable vs. Not Acceptable?  I-CHRIE 2012 Annual Convention, Providence, RI, August 2012.

Lolli, J. & Markham, S.  How do Four Generations of Hotel General Managers Lead? A Panel Discussion Presented by the Lodging SIG.  I-CHRIE 2012 Annual Convention, Providence, RI, August 2012.

Markham, S. & Pandit, R. Is Assessment of individual student work by student peers Effective?   I-CHRIE 2012 Annual Convention – Career Academy: Teaching Academy, Providence, RI, August 2012.

Markham, S.  Etiquette and Networking.  Etiquette Dinner. Mount Ida College, April 2012.

Markham, S. Utilization of Social Media Tools to Enhance Student Learning in Hospitality.  Endicott College, April 2012.

Markham, S. Welcome Etiquette.  Etiquette Dinner.  Mount Ida College, April 2012.

Markham, S. & Dombrowski, PJ.  Table Host Training. Etiquette Dinner.  Mount Ida College, March 2012.

Markham, S. & Pandit, R. Is Peer Evaluation Effective? NEFDC Fall Conference.  College of the Holy Cross, November 2011.

Markham, S. and Bagdan, P. Improve the Student Experience Using Technology.  I-CHRIE 2011 Denver, Colorado Annual Convention, July 2011.

Markham, S. Social Media Tools: How can faculty interact with these tools to help better prepare students? I-CHRIE 2011 Denver, Colorado Annual Convention, July 2011.

Markham, S.Service Management: A Realistic project working with hospitality field expert.  I-CHRIE 2011 Denver, Colorado Annual Convention, July 2011.

Markham, S. & Faer, J. Networking, Etiquette, & Alcohol Awareness.  Etiquette Dinner. Mount Ida College, April 2011.

Markham, S. Welcome Etiquette.  Etiquette Dinner.  Mount Ida College, April 2011.

Markham, S. & Dombrowski, PJ.  Table Host Training. Etiquette Dinner.  Mount Ida College, April 2011.

Markham, S. & Wuest, L. Using Google Docs,  Lunch & Learn. Mount Ida College, February 2011.
Markham, S. & Wuest, L. Using a Blog. Instructional Technology, Lunch & Learn. Mount Ida College, February 2011.
Markham, S. & other Johnson & Wales Alumni. Hospitality College Alumni Panel. Alumni Leaders Week. Johnson & Wales Univeristy – Providence Campus, February 2011.
Markham, S. & other Mount Ida Faculty. Report Out from NEFDC Fall 2010 Conference.  Mount Ida College, November 2010.
Markham, S. Reflection & Best Practices: Using Web 2.0 Networking & Communication Tools in Hospitality. I-CHRIE 2010 Puerto Rico Annual Convention, July 2010.
Markham, S. & Wuest, L. How to use Wiki’s. Summer Institute by CELT.  Mount Ida College, May 2010.
Markham, S. & Wuest, L. How to use Blog’s. Summer Institute by CELT.  Mount Ida College, May 2010.
Markham, S. & Wuest, L. Reflective & Best Practices Using Web 2.0 Tools in Hospitality. CELT. Mount Ida College, April 2010.
Markham, S. & Cribby, W. Networking, Etiquette, & Alcohol Awareness.  Etiquette Dinner. Mount Ida College, March 2010. 

Markham, S. & Dombrowski, PJ. Welcome and Thank You Etiquette.  Etiquette Dinner.  Mount Ida College, March 2010.

Markham, S. & Dombrowski, PJ.  Table Host Training. Etiquette Dinner.  Mount Ida College, March 2010.

Markham, S. & Bagdan, P., Dr. Improve Customer Service through Technology. Massachusetts Restaurant Assocation: New England Food Show. Annual Conference at Boston Convention & Exposition Center, March 2010.
Markham, S. & Wuest, L. Reflective & Best Practices Using Web 2.0 Tools in Hospitality. New Hospitality Program.  Nichols College, February 2010.
Markham, S., DeVeau, S., & Matteson, C. (College President).  Civility in American Discourse, Where did it go?  How do we get back? Presidents Forum. Mount Ida College, February 2010.
Markham, S. Etiquette and Networking.  Etiquette Dinner. Mount Ida College, November 2009.
Markham, S. & other Mount Ida Faculty. Report Out from NEFDC Fall 2009 Conference.  Mount Ida College, November 2009.
Markham, S. & Troy, M. Report Out: Fairfield University. Center for Education and Learning Techniques. Mount Ida College, October 2009.
Markham, S. Customer Service Training.  Residental Assistant Leader Training Session.  Mount Ida College, August 2009.
Markham, S. Customer Service Training.  Residental Assistant Leader Training Session.  Mount Ida College, July 2009.
Markham, S. & Wuest, L. Reflective & Best Practices Using Web 2.0 Tools in Hospitality. Training Tips Presentation: NEFDC Spring Conference, November, 2009. 

Markham, S. & Jacques, J., Lippincott, M., and Wuest, L. Reflection & Engagement Using Web 2.0 Tools.  Session: NEFDC Fall Conference, May 2009.

Markham, S.  Etiquette and Manners. Etiquette Dinner. Sheraton Needham, November 2008.

PRESENTATIONS IN DEVELOPMENT

Markham-Bagnera, S & Bagdan, P. The Impact and Evolution of Electronic Word-of-Mouth (eWOM) on the Hospitality Industry. I-CHRIE 2014 Annual Convention, San Diego, CA, August 2014.

Markham-Bagnera, S.  Online coupons & discount deals – Are they the dough-nut to build customer loyalty?  NEFS Educational Seminar, Boston, MA, March 2015.

HOSPITALITY TRAINING / CERTIFICATIONS

            Delivering SMART Service certified – Holiday Inn Express

Holidex Plus Certified - IHG

Six Continents Hotels General Manager Certified

Six Continents Hotels SMART Trainer

Executive Housekeeper Certified – Holiday Inn

Cendant Corporation (Super 8) General Manager Certified

Bass Hotels & Resorts Quality Czar

            Hotel Executive Development Program – Holiday Inn (F.O.O.T.)

            Continuous Service Improvement Plan Trainer – Holiday Inn

            Opening Doors to Persons with Disabilities Trainer – Holiday Inn

            First Concern Trainer & CSIP 2000 Certified – Holiday Inn

            I LEAD Certified Trainer & Hiro: Min / Max Certified-Holiday Inn

            Building a Service Attitude Certified – Holiday Inn

            Holidex: Revenue Management - Back to Basics Certified – Holiday Inn

            INNspected for Cleanliness Certified – Holiday Inn

            Welcome to the Team Certified Trainer – Holiday Inn

            Sterling School of Spirits Certified

ADDITIONAL SERVICE TO THE FIELD

New England Express Marketing Association

President of NEEMA for 2004

Vice President of Communications for NEEMA for 2003

Secretary / Treasurer for NEEMA for 2002

National Transportation Association – Andover, 2004-2006

            Bike to Week, Celebration Coordinator, Andover; 2004, 2005

Peabody Chamber of Commerce, 2007

North of Boston Conventions & Visitor’s Bureau, 2007

AWARDS

Graduate Student Scholarship Award, 2013, American Hotel & Lodging Association, Education Foundation.

Nancy Johnson Scholarship Award, 2012.  American Hotel & Lodging Association, Education Foundation.

Ignacio Juaregui Award, 2008-2009.  Mount Ida College, Student Government Association.

SERVICE TO THE ACADEMIC COMMUNITY

ENDICOTT COLLEGE, Beverly, MA

            Faculty Assembly, Secretary, 2012-2013, 2013-2014

            Task Force Member for Critical Reading & Writing, 2012-2013

            Advisor, AH&LA Chapter, 2012-Present

MOUNT IDA COLLEGE, Newton, MA

Admissions Open House, Decision Day Open House, Accepted Student Day, Student Transfer

Day & STAR Days Orientation, 2007-present

CC101, First Year Seminar Restructure Planning Committee, 2010-2011

Calendar Committee, 2009 - 2010

Chair, Election Committee, elected position, 2008-2010

Chair, Etiquette Dinner Committee, 2009-present

College Planning Committee, 2008-2011

Election Committee, 2010- present

Eta Sigma Delta Chapter, advisor, 2009-present

Etiquette Dinner Committee, 2007-2008

Faculty Representative, Strategic Planning Advisory Group to President, 2011-present

Search Committee, Dean of Admissions, Enrollment Management & Marketing, 2010          

Search Committee, History Professor for History Program within Arts & Sciences, 2009

Student Handbook Task Force, 2011-present

Student Success Committee, 2009-2011

Task Force for Lounge Space, 2011

Trustee Student Affairs Committee, 2009-2011

SELECTED COMMUNITY SERVICE

Saint Patrick’s Parish, Stoneham, MA:

Extra Ordinary Minister of Holy Communion, 2005-present

Extra Ordinary Minister of the Word, 2007-present

Lay Ministery Trainer, 2008-2011

Schedule Coordinator, 2007-2011

Developed the monthly weekend mass schedule for over 100 ministers for  7 masses and all holiday and holy day celebrations

PROFESSIONAL ACADEMIC REFERENCES

Furnished upon request

PROFESSIONAL INDUSTRY REFERENCES

Furnished upon request

PREVIOUS STUDENT REFERENCES

Furnished upon request

Campus Involvement

Faculty Assembly Secretary: 2012-2013, 2013-2014

Critical Thinking Task Force: 2012-2014

American Hotel & Lodging Association Advisor

Works-in-Progress

The Development of Responses to Social Media Reviews in the Lodging Industry - a case study to be published in the I-CHRIE Case Study Competition Journal, 2014.

 

Ph.D at Iowa State University.  Dissertation Topic: "The impact User-Generated Content (UGC) from online hotel reviews has on the booking potential of hotels in the Boston market" 

2014