Five-Star Fitness by The Fit Guide

Most gyms get their late coming policy and implementation all wrong. In this episode, Matt and Jack discuss what fitness businesses can learn from hospitality about punctuality, communication and removing friction from the member journey. From starting and finishing classes on time to handling unavoidable delays professionally, we break down the standards that separate well-run clubs from the rest...

Yves Preissler joins the show to discuss what the fitness industry can learn from the world’s leading hospitality brands. Drawing on decades of experience in luxury hotels, Yves explains why personalization, genuine human connection and consistently great service are what keep customers coming back. We discuss why front desk interactions often let gyms down, how small personalized touches can tran...

In this episode, Matt and Jack explore what fitness businesses can learn from luxury hospitality when it comes to pre-arrival communication. From booking journeys and confirmation emails to digital onboarding and social media, we discuss how the best brands build anticipation, reduce uncertainty and make clients feel welcomed before they even arrive. If you want to improve first impressions, this...

Andrea Lomas of Mandarin Oriental joins the show to share what fitness businesses can learn from one of the world’s most respected luxury hospitality brands. From listening and anticipation to staff training, atmosphere and operational excellence, Andrea explains the principles that help Mandarin Oriental deliver consistently exceptional experiences around the world. We discuss how simple gestures...

Our co-founder Jack Thomas recently spoke at Beyond Activ Bangkok on the 10 biggest opportunities in fitness. Based on insights from more than 500 anonymous gym visits worldwide, the talk was one of the most popular sessions at the event. We’re excited to share the full presentation with you here. ---------------------------------------------------------------- Build A Five-Star Reception Team ---...

The Fit Guide Dubai — Top Stories Welcome back to our monthly fitness industry roundup, where we go beyond the headlines and break down what the biggest stories actually mean for operators, brands and the future of the industry. This month, Jack covers GymNation’s $100M raise and expansion plans, The Yard Gym’s global partnership with Nike, the launch of the Gym Equipment Design Awards, The Fit Gu...

Community has become one of the biggest buzzwords in fitness, but what does it actually mean, and how do great brands build it properly? In this episode, Matt and Jack break down what gyms can learn from hospitality brands like Soho House, where connection, programming and shared experiences sit at the centre of the business model. We discuss how fitness brands can create stronger communities, whe...

The Fit Guide’s 2026 results for Dubai’s boutique fitness scene are in. In this episode, we break down the biggest stories and stats, including how Dubai compares to other global fitness cities, where the market is leading the world, where it’s still falling short, and where the biggest opportunities lie. ---------------------------------------------------------------- Thank you to our sponsors Ha...

Sales in fitness is not just about getting someone to sign up. It is about understanding people, building trust and creating an experience that feels genuine from the start. In this episode, Matt and Jack break down the psychology behind effective gym sales, using lessons from hospitality and premium customer experience. From reciprocity and scarcity to the paradox of choice and the contrast princ...

Welcome to the first edition of our monthly fitness industry roundup, where we go beyond the headlines and break down what the biggest stories actually mean for operators, brands and the future of the industry. This month, Jack covers ClassPass making reviews public, Les Mills partnering with HYROX, Club Pilates expanding into Southeast Asia, rising gym membership numbers across the US and UK, Nik...

Late arrivals happen in every boutique gym. The question is how you handle them. In this episode, Matt and Jack break down what the world’s leading gyms do when clients show up late, and why getting this right matters for both the latecomer and everyone already in the room. We cover clear policies, how to communicate them well, and how to train your team to deal with these moments calmly, consiste...

Emma Masters, founder of Therapy Fitness and fitness industry speaker and consultant, joins the show to discuss a common but unspoken issue that many gyms overlook. Your most popular instructors can be driving busy classes, but if they’re not focused on new members they can also be holding your business back. Emma shares a clear, important perspective on experience and how to maintain consistency...

Design plays a bigger role in the fitness experience than most operators realise. It shapes the first impression, sets the tone and influences how people move through the gym space. In this episode, Matt and Jack break down what great design actually looks like, drawing on lessons from hospitality. From creating a clear sense of arrival to balancing form and function, using lighting and sensory el...

Barry and Shay Kostabi of Fitcarma join the show to talk about what it really takes to build a meaningful, five-star fitness brand. At the centre of their work is helping operators find their “North Star” and use it to guide everything, from the member journey to how your team shows up every day. The end result is a business and brand that stands out, knows what it stands for (and against), is mor...

In this episode, Matt and Jack break down how the world’s best gyms approach service recovery and turn complaints into a competitive advantage. From handling feedback in the moment to using structured frameworks like LEARN, they explore how resolving issues properly can improve service, strengthen teams and build trust. Most gyms avoid complaints, but the best use them. From front desk conversatio...

Will Brereton joins the show to share what a five-star fitness experience means to him, drawing on his experience with Les Mills, Beachbody, and as GM for ClassPass UK and Ireland. More recently, he founded SH1FT, a concept focused on redefining how group classes are delivered in clubs. With a background rooted in class experience, this is a practical episode for trainers, managers and owners look...

In this episode, Matt and Jack break down how the world’s best gyms turn feedback into a competitive advantage. From asking better questions to capturing meaningful insights, they explore how feedback can improve service, strengthen teams and shape a better overall experience. Most gyms collect feedback, but very few know how to use it. From front desk conversations to team debriefs, this episode...

Matt and Jack discuss why knowledge matters so much in a five-star experience and what gyms can learn from hospitality. From understanding class types and coaches to confidently explaining memberships and facilities, we break down how better product knowledge builds trust, professionalism and a smooth, five-star client journey. ---------------------------------------------------------------- Thank...

The Fit Guide’s results for Melbourne in 2026 are live. In this episode, we break down the main stories and stats, including how Melbourne compared to Sydney and other markets, which modality scored highest and where the biggest opportunities are. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management software Ezypay , our p...

Matt and Jack break down why being noticed matters, how it shapes first impressions, and why prompt acknowledgement makes people feel like they belong. They share how leading hotels train their teams to greet every guest, from the front desk to the gardeners, including the well-known “10 and 5 Rule”, and how this can be used in fitness. From eye contact and body language to the first words you say...

Chris Howell of SPX Gym Design is a leader in five-star gym design, creating standout fitness spaces for hospitality and boutique brands such as Soho House, One Hotel, Proper Hotel, Hilton and Rumble Boxing. He joins us to break down what separates a basic gym from one that’s truly special. We cover essentials versus luxury, where to spend and where to save, why flooring, lighting and flow matter,...

How do the world’s leading gyms approach sales? In this episode, Matt and Jack break down how the best gyms and hospitality brands approach selling. They cover a mindset shift they call ‘sales as service’, why confidence matters, how asking better questions leads to better outcomes, and simple techniques like limiting choice and presenting clear options. If you want sales to feel more natural, mor...

The Fit Guide’s results for Singapore in 2026 are live — and they’re a mixed bag! In this 5-minute breakdown, co-founder Jack Thomas walks you through the key headlines from the launch, based on anonymous evaluations across 250+ objective standards and visits to 50 leading clubs and studios. We cover: Why overall scores fell in 2026 How reception service dropped to the lowest level globally The sc...

Most gyms don’t do personalization, but they’re missing one of the simplest ways to make their members feel valued. In this episode, Matt and Jack break down what personalization actually means and how the world’s best hospitality brands make guests feel seen as individuals, not numbers. They also share practical ways gyms can improve personalization using the tools they already have, from booking...

To be in the top 1% of gyms globally, you must deliver hospitality that is ‘unreasonable’. This episode is inspired by the popular book from Will Guidara, Unreasonable Hospitality that celebrates next-level anticipatory service, creativity and genuine care. In this episode, Matt and Jack break down what unreasonable hospitality really looks like, with examples from the best restaurants and hotels,...