MERITXELL GONZALEZ
Dubai
Summary
Luxury hospitality and retail professional with 10+ years of international experience in premium, customer-facing environments. Proven expertise in luxury retail operations, clienteling, sales performance, inventory management, and team leadership within globally recognized brands such as Bulgari and Ritz-Carlton. Highly service-driven, commercially focused, and adept at delivering elevated brand experiences aligned with luxury brand standards. Experienced in managing marina operations, yacht club memberships, and high-touch services for UHNWI.
Overview
12
12
years of professional experience
Work History
Director of Marina & Retail
BULGARI HOTEL & RESORT
05.2023 - Current
- Lead day-to-day retail operations across luxury outlets, ensuring alignment with Bulgari brand standards, visual guidelines, and service excellence.
- Drive retail sales performance through analysis of store KPIs, revenue targets, conversion rates.
- Manage inventory planning, stock control, and replenishment to optimize product availability.
- Collaborate on product assortment curation, pricing strategies, complemented by exclusive events to enhance brand visibility and client engagement.
- Lead the recruitment, training, and ongoing development of teams, with a strong emphasis on luxury sales excellence, client engagement, and brand storytelling.
- Develop and implement upselling and cross-selling strategies to enhance customer value.
- Prepare monthly and annual retail performance reports for senior management and ownership.
- Oversee all marina operations, ensuring seamless coordination across berthing, guest services, and administrative functions.
- Lead Bulgari Yacht Club Membership strategy and execution, driving acquisition, renewals, and overall membership revenue performance.
- Curate exclusive member events and experiences to strengthen loyalty, reinforce brand positioning, and support commercial objectives.
- Manage financial performance for the Marina & Yacht Club Membership business unit, including budgeting, pricing structures, and year-end business reviews.
Director of Marina & Yacht Club Membership
BULGARI HOTEL & RESORT
01.2022 - 05.2023
- Directed Bulgari Marina & Yacht Club Membership sales strategies, driving sustained revenue growth and high member retention.
- Defined and executed annual membership pricing structures and sales initiatives aligned with Bulgari brand positioning.
- Introduced structured sales tracking and reporting tools to monitor performance and improve conversion.
- Oversaw administrative, financial, and compliance aspects of membership operations.
- Prepared detailed business reviews and performance reports for senior management and ownership.
- Developed and maintained strong relationships with high-net-worth members through personalized engagement and bespoke services.
Yacht Club Membership & Guest Experience Manager
BULGARI HOTEL & RESORT
02.2021 - 12.2021
- Curated personalized, end-to-end luxury experiences for high-net-worth members, anticipating preferences and exceeding expectations.
- Built long-term client relationships through proactive engagement, tailored services, and consistent follow-up.
- Acted as the primary point of contact for VIP members, ensuring discretion, responsiveness, and exceptional service standards.
- Ensured consistent service execution across departments in line with Bulgari brand standards.
- Managed CRM systems to track client preferences, engagement history, and sales opportunities.
Yacht Club Membership & Marina Assistant Manager
BULGARI HOTEL & RESORT
09.2019 - 01.2021
- Supported membership sales and revenue growth through effective pricing application, allocation strategies, and client follow-up.
- Maximized occupancy and revenue by optimizing availability and aligning offerings with client demand.
- Assisted in implementing sales initiatives aimed at increasing acquisition, renewals, and spend per client.
- Delivered high-touch, personalized service to members, ensuring consistent luxury standards across all interactions.
New Developments Team Assistant
LUCAS FOX REAL ESTATE
09.2015 - 05.2019
- Supported luxury property sales teams with high client interaction and service coordination.
- Acted as primary client contact, ensuring a premium and consistent service experience.
Club Lounge Concierge
HOTEL ARTS BARCELONA – RITZ-CARLTON
01.2015 - 07.2015
- Delivered personalized luxury service to VIP guests, driving guest satisfaction and brand loyalty.
- Managed inventory, purchasing orders, and billing processes.
Club Lounge Concierge
RITZ-CARLTON ABU DHABI GRAND CANAL
09.2013 - 01.2015
- Focused on guest engagement, preference tracking, and tailored service delivery.
- Actively contributed to loyalty program enrollment and upselling initiatives.
Education
Degree in Tourism & Hospitality Management -
TSI – ESADE
Barcelona01.2013
Intermediate Marina Manager Course - undefined
British Marine
01.2022
Skills
- Luxury Retail Operations
- Client Experience
- Sales Performance & KPIs
- Inventory & Stock Control
- Team Training & Development
- Brand Standards
- Relationship building
- Budget & P&L Oversight
Languages
Spanish
Catalan
English
Awards
Service Excellence Award Nominee, Marriott Worldwide, 2014
Timeline
Director of Marina & Retail
BULGARI HOTEL & RESORT
05.2023 - Current
Director of Marina & Yacht Club Membership
BULGARI HOTEL & RESORT
01.2022 - 05.2023
Yacht Club Membership & Guest Experience Manager
BULGARI HOTEL & RESORT
02.2021 - 12.2021
Yacht Club Membership & Marina Assistant Manager
BULGARI HOTEL & RESORT
09.2019 - 01.2021
New Developments Team Assistant
LUCAS FOX REAL ESTATE
09.2015 - 05.2019
Club Lounge Concierge
HOTEL ARTS BARCELONA – RITZ-CARLTON
01.2015 - 07.2015
Club Lounge Concierge
RITZ-CARLTON ABU DHABI GRAND CANAL
09.2013 - 01.2015
Intermediate Marina Manager Course - undefined
British Marine
Degree in Tourism & Hospitality Management -
TSI – ESADE