Abstract
Episodes of service delight were identified in a UK premium casual dining restaurant chain using 408 mystery diner reports. Skills required in various jobs in the premium casual dining restaurants that promoted service delight were identified. In a second research phase, a yearlong study in a newly opened bar/grill in Liverpool used an experiential learning set that met weekly and implemented business improvements. Phase two showed how the new business continually improved as a result of applying specific skills identified in phase one and implementing improvements following weekly reflections by the learning set on real business encounters. The city bar/grill financial reports and position on TripAdvisor were analysed and showed the business continually improved as a result of putting the learning into action.