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 for a Tribal Casino in the PNW, 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 a Bachelor of Science in Business Administration from Brown Mackie College, 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
• Brown Mackie College - Bachelor of Science
• Manager of the Quarter Award in 2025
• Standing Ovation Award for Superior Guest Service Harrah’s Resort Southern California 2019
What do you attribute your success to?
I attribute my success to my unwavering self-motivation and resilience, paired with the constant inspiration and strength I draw from my children and every experience, both challenges and triumphs, that has shaped me into the woman, mother, and leader I am today. Each chapter of my journey has contributed to my growth, reinforcing my purpose, passion, and commitment to leading with authenticity and heart.
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 to always deliver on what you promise. Trust is one of the most valuable currencies in any career, and when commitments fall short, even once, it can erode the credibility and relationships you’ve worked so hard to build. Leading with integrity, accountability, and follow-through has been foundational to my professional journey.
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. Believe in your abilities, own your voice, and lead with confidence, then proudly showcase it. Your perspective, talent, and presence matter, and when you step forward with self-assurance, you create space for opportunity, growth, and lasting impact.
What are the biggest challenges or opportunities in your field right now?
The opportunities in my field are truly endless. Working in the casino industry opens doors to growth, leadership, and experiences that many people don’t initially realize are possible. One of the most important lessons I’ve learned is to not be afraid to relocate. Too often, people remain where they are simply because it feels comfortable or familiar, believing there are limited opportunities available to them. In reality, those opportunities do exist, they’re just not always in the places we’re used to looking. Fear of change can easily become a barrier, but growth often begins on the other side of that fear.
One of my biggest current challenges is balancing everything on my plate, particularly while managing two teams. Staying present, effective, and energized across both roles requires constant focus, adaptability, and strong time management but it’s also a challenge that continues to push me to grow as a leader.
What values are most important to you in your work and personal life?
The value most important to me in both my professional and personal life is transparency. Leading and living with openness builds trust, strengthens relationships, and fosters authenticity. I believe clear, honest communication creates alignment, accountability, and mutual respect allowing individuals and teams to thrive with confidence and integrity.
Locations
Olympia, WA 98513