The people in the convenience retail industry are what makes this industry great—and NACS is highlighting workers from the frontline to corporate headquarters in its newest column.

This month, meet Joyce Kendall, dedicated concierge and guest experience member for the Dash In store located in Indian Head, Maryland.

As the concierge, Joyce is a key part of the store’s focus on hospitality and being a pillar of its neighborhood. At any given time, you can find her walking the floor with samples of the kitchen’s fresh food items to try, helping guests customize their order at the kiosk, making personalized recommendations or just asking visitors how their day is going and getting to know them like a neighbor.

Joyce has been with Dash In for eight years and started as the Indian Head location’s concierge when the store opened in April.

What being a concierge at Dash In entails:

My role is to welcome the guests—we call them guests, not customers. I am here to make sure everyone feels welcome and has the best possible experience in the store while shopping.

Why she enjoys being a concierge:

I have always enjoyed working with people, and I’ve always treated people like I’ve known them forever. And by doing that, I just get to know the guests well and they know me, and when they come into the store, we talk like we’ve been friends forever.

To learn more about the conversation that NACS had with Joyce, read the October 2024 edition of NACS Magazine Faces of the Industry article here.