Case Study

Holland America - Princess Cruises (HAP)

DENALI, AK

About the Project

In 2009 The Gilkey Restaurant Consulting Group was approached by Princess Cruises land tour operations to assist them in rebranding and relaunching their largest restaurant space located at the Denali Princess Lodge, Alaska.

The Challenge

The Princess Executive team engaged the Gilkey Restaurant Consulting Group to assist them in increasing their dining satisfaction scores, from the current level of 7.8 raising them to 9.2 or better.

Our Solution

Our team began the project by conducting market research with current Princess land-tour passengers. We drafted a survey, from which passengers chose from 10 different and unique Alaskan restaurant concepts. Passengers also selected from various menu selections. After conducting face-to-face qualitative and quantitative research with over 300 passengers we collated the data and created King Salmon Restaurant. The huge success of King Salmon is a result of the food feedback of the touring passengers and the delicious food and unique and inviting space all created by the Gilkey team. In addition, King Salmon has scored 9.2 in the first season of business and has maintained those scores since its opening.

Services Provided

The Gilkey Restaurant Group provided market research, interior design, kitchen design, menu development, recipe development, development and implementation of all front of house and culinary operating systems, management training, coordination of pre-opening training, concept launch and operations supervision.

Since launching King Salmon, our team has been involved in rebranding 7 additional concepts for Holland America and Princess Cruises. The Gilkey Restaurant Consulting Group’s latest assignment included launching two new restaurant concepts in May 2019, Fanny Q’s and Grizzly Burger both located at the Denali Princess Lodge.