At Dash In, we are redefining the convenience store experience to serve our guests. Our newest store in Indian Head, Maryland, features an elevated foodservice menu, modern amenities, and a unique guest experience model that sets us apart in the industry.
The Concierge role is designed to enhance every guest’s visit, ensuring they feel welcomed and valued from the moment they walk through our doors. This unique position demonstrates our commitment to superior service and personalized experiences.
In this blog post, we’ll explore the new role at our Indian Head location and discuss related retail trends. We’ll also share insights from Joyce Kendall, our dedicated Concierge and Guest Experience team member who brings warmth and hospitality to every interaction.
A Warm Welcome at the New Indian Head Dash In
Our new Indian Head Dash In store is a groundbreaking addition to the community, designed to deliver an unparalleled convenience store experience. This store is a cornerstone of our “next generation” Dash In concept, featuring new branding, specialty menu items, innovative amenities, and a fresh approach to guest services.
Inside the new Indian Head Dash In, guests enjoy an open layout, making it easy for them to navigate and find exactly what they need. At the center is our open kitchen, where guests can engage with our chefs while their food is being prepared. The store offers an extensive selection of “Made for You” and “Fresh to Go” food options featuring fresh and locally sourced ingredients. Our Signature Menu includes burgers, homemade chips, gourmet salads, veggie bowls, and delectable baked goods, all made onsite daily.
One of the highlights of the new store is our state-of-the-art beverage bar, where guests can enjoy premium coffee crafted to their liking and custom-made smoothies from our automated smoothie machine. Nearby, a spacious seating area with free Wi-Fi provides a comfortable space for guests to relax, work, or socialize.
Foodservice is at the heart of our Indian Head Dash In, delivering an elevated dining experience that competes with casual restaurants while maintaining the convenience and speed of a traditional store.
Outside, guests can refuel at one of our multiple fueling stations or take advantage of our in-bay automatic Splash In ECO Car Wash. With the Dash In Rewards program, guests enjoy discounts on food, fuel, and car washes, making every visit more rewarding.
We’ve taken customer service a big step forward by creating a unique role dedicated to enhancing guest interactions. Joyce Kendall, our Guest Experience team member, serves as the friendly face of our Concierge service. Joyce greets each guest with a warm welcome, assists with orders, and ensures every visit is pleasant and personalized. This level of service sets our Indian Head store apart, making it a destination where guests feel genuinely valued and appreciated.
Guest Service Trends and the Rise of the Concierge
Today, in the retail world, customers have come to expect a personalized guest experience. Traditionally, concierge services at hotels and high-end stores filled this need for a smaller set of customers. Today, however, many retailers can offer personalized shopping experiences to the masses thanks to digital technologies and data tracking. Advanced guest management systems allow stores to remember guest preferences, and AI-powered “virtual concierges” can provide tailored recommendations based on past purchases.
Despite these technological advancements, less than 25% of all retail sales take place online. This indicates that many people still prefer a personal touch—a trusted recommendation or assistance in finding what they need.
According to PwC, 59% of consumers feel that companies have lost the human element in guest services. Moreover, 80% of consumers prioritize speed, convenience, knowledgeable help, and friendly service as key elements of a positive guest experience. This sentiment is driving companies across various sectors to incorporate concierge services, offering a more personalized and engaging experience.
This trend is relatively new in the convenience store industry. Traditionally, c-stores have focused on speed and efficiency. However, today’s guests seek more than just quick transactions—they want meaningful interactions and personalized service. The Concierge role at Dash In addresses this demand, ensuring every guest feels recognized and valued.
By introducing a Concierge role, Dash In is pioneering a new era of convenience retail. Our emphasis on delivering a superior, personalized guest experience sets a new standard in the industry, ensuring we meet and exceed our guests’ expectations.
Q&A with Joyce Kendall, Guest Experience Team Member at Dash In
Q&A with Joyce Kendall, Guest Experience Team Member at Dash InTo provide an in-depth look at the innovative new role at Dash In, we spoke with Joyce Kendall, our dedicated Concierge and Guest Experience team member at the new Indian Head location. Joyce shares her experiences, insights, and the impact this unique role has on our guests.
Q: What sparked your interest in the Concierge position at Dash In?
Joyce: “I’ve always enjoyed interacting with guests and making their day a bit brighter. When I heard about the Concierge role at Dash In, I was excited about the opportunity to provide personalized assistance and build meaningful relationships with our guests. It felt like a perfect fit for my passion for guest service.”
Q: Could you walk us through a typical day for you at Dash In? What kind of things do you do to improve the guests’ experience?
Joyce: “A typical day for me starts with greeting each guest as they enter the store, offering a warm welcome. I help guests with their orders, guide them around the store, and make personalized recommendations based on their preferences. I always make sure to thank them for their visit and ask if there’s anything else we can do to make their experience better. My goal is to ensure every guest feels valued and appreciated from the moment they walk in until they leave.”
Q: Being a Concierge is a pretty unique role for the convenience store industry. What’s the coolest part about your job that you think people might not expect?
Joyce: “The coolest part of my job is the connections I build with our guests. It’s not uncommon for guests to come up and hug me, wave to me, or have a chat. This role allows me to create a friendly, community-like atmosphere. It’s not something you’d expect in a convenience store, but it makes the job so special.”
Q: Have you had any really memorable moments with guests that you can share? What made them stand out?
Joyce: “One of my most memorable moments was when a longtime guest decided to change stores just because I work here. He’s now a regular at our Indian Head store. It’s touching to see how my presence and the service I provide can have such a profound impact on someone’s routine.”
Q: What’s your favorite part about interacting with guests?
Joyce: “My favorite part is seeing the smiles on their faces. Knowing that I’ve made a positive difference in their day, no matter how small, is incredibly fulfilling.”
Q: What’s something unique you bring to the Concierge role that makes guests’ visits more enjoyable?
Joyce: “I treat every guest as if I’ve known them forever. I make it a point to remember their preferences and do what I can to help them have a better day. It’s about creating a personal connection and making each visit memorable.”
A New Era of Convenience
Dash In continues to push the boundaries of what a convenience store can offer. Our Indian Head store and new Concierge role deliver an elevated, human-centered approach that resonates deeply with our guests. By blending modern amenities with old-fashioned hospitality, we’re setting a new standard in the industry—one that prioritizes the guest experience above all else.
By consistently striving to exceed guest expectations, we enhance the convenience store experience and fulfill our mission to make a positive impact on everyone we serve. Whether that’s through community engagement, customer satisfaction, or innovative growth, we’re committed.