Lorena Lorena Flores J.

About Lorena Lorena Flores J.

I have over 20 years of experience in guest service, marketing, and sales within the gaming industry, with deep expertise in both Player Development and Players Club operations.Throughout my career as a Host, I’ve been passionate about building meaningful, lasting relationships—transforming low to mid-tier players into high-worth VIPs. I take pride in delivering personalized, unforgettable experiences that turn first-time visitors into loyal, lifelong guests.I’ve managed a high-value portfolio of VIPs, combining strategic outreach with deep player insights. From organizing surprise milestone celebrations to flawlessly coordinating every detail—hotel, airfare, dining, and markers—I consistently strive to exceed expectations and elevate the guest experience.Currently, I serve as the Player Development Manager, leading both the Casino Host team and Players Club. In this dual role, I focus on mentorship, service consistency, and cross-department collaboration. I empower my teams to grow through strategic engagement, guest-centric thinking, and a shared commitment to our “Service First” culture.I’m also honored to be a featured contributor in The Strategic Host, a published book on casino player development by Jackie Parker, Co-Founder of Harvest Trends CRM. Sharing my passion for hosting in this work was a proud milestone and reflects how deeply I believe in the art and impact of exceptional guest service.

Experience

1. Player Development Manager

   Nisqually Red Wind Casino

   Jan 2024 — Present · Olympia, WA, US

   As the Player Development I take pride in leading by example to inspire, guide, and coach our casino hosts in driving guest engagement and increasing revenue for the property. I work closely with my team to develop strategic engagement plans, set measurable goals, and foster meaningful player relationships that translate into long-term loyalty and consistent visitation.In addition to supporting Host development, I also oversee the day-to-day operations of our Club Red team, ensuring alignment with our “Service First” culture and a consistently exceptional guest experience. By bridging the efforts of both departments, I help create a cohesive, guest-centered approach that not only boosts revenue but strengthens our brand reputation as a premier gaming destination.My focus remains on motivating my teams to think creatively, act intentionally, and operate with integrity—always keeping the guest experience at the heart of what we do.

Education

• Brown Mackie College-Tucson

  Bachelor of Science (BS), Business Administration and Management, General

  2011 — 2015