Lorena Jurado
Lorena J. (Lorena Flores) is a seasoned professional in the gaming industry, with over 20 years of experience in guest service, marketing, and sales. She has developed deep expertise in Player Development and Players Club operations, consistently delivering exceptional experiences that transform casual visitors into loyal, high-value VIP guests. Throughout her career, Lorena has demonstrated a passion for building meaningful relationships, combining strategic outreach with personalized service to create unforgettable moments for her guests.
Currently serving as the Player Development Manager at Nisqually Red Wind Casino in Olympia, Washington, Lorena leads both the Casino Host team and Players Club. In this dual role, she emphasizes mentorship, service consistency, and cross-department collaboration, empowering her teams to grow through strategic engagement and a guest-centric approach. Her leadership style focuses on creativity, intentional action, and integrity, ensuring that every guest interaction aligns with the casino’s “Service First” culture.
Lorena’s impact extends beyond her workplace. She is a featured contributor in The Strategic Host, a book on casino player development, reflecting her commitment to sharing her expertise and advancing the industry. With an MBA from the University of Phoenix, along with numerous certifications in marketing analytics and operational excellence, Lorena combines practical experience with business acumen to drive results, foster loyalty, and set new standards for guest service in the gaming sector.
• Marketing Analytics: Setting and Measuring KPIs
• SQL for Non-Programmers
• Microsoft Access Essential Training (Office 2021/LTSC)
• Excel: Power Query for Beginners
• Excel: Power Query (Get & Transform)
• Becoming an Impactful and Influential Leader
• Communicating with Emotional Intelligence
• The Three Pillars of Effective Communication
• Excel: Conditional Formatting for Beginners
• Excel: VLOOKUP and XLOOKUP for Beginners
• The Superbosses Playbook
• Developing Credibility as a Leader
• The Six Morning Habits of High Performers
• University of Phoenix- M.B.A.
• University of Arizona- M.B.A.
• Brown Mackie College-Tucson- B.S.
What do you attribute your success to?
I attribute my success to being a self-motivated and resilient person, and I also draw inspiration and strength from my children.
What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is to never promise what you can’t deliver and always deliver what you promise.
What advice would you give to young women entering your industry?
My advice to young women entering my industry is to never sell yourself short—be confident and proudly showcase that confidence.
What are the biggest challenges or opportunities in your field right now?
The biggest opportunities in my field are endless—don’t be afraid to relocate—while the biggest challenge is staying afloat with everything I have going on.
What values are most important to you in your work and personal life?
The value most important to me in both my work and personal life is being transparent.