Five-Star Fitness by The Fit Guide

Debra Strougo founded and exited Row House, an award-winning brand at The Fit Guide, and now advises leading fitness and wellness brands as a founder ‘co-pilot’. In this episode we discuss how she created the Row House experience, what she learned from New York’s tourism and destination marketing world and how she helps leading fitness and wellness brands scale and excel. -------------------------...

Anticipatory service is about being one step ahead. It’s knowing what a guest or client needs before they have to ask, and acting on it in a way that feels natural, not forced. In this episode, Matt and Jack break down what anticipatory service really is, how the best hotels use it, and what gyms can take from those ideas. They share simple examples from hospitality and fitness, so if you want you...

KX Pilates is one of the industry’s leading Pilates brands and has consistently scored well in our anonymous evaluation process across multiple global markets. Selina Bridge, KX Pilates CEO, shares how they’ve scaled strong culture and excellent service, whilst staying true to their values. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our pref...

There is an underrated skill in service, and it’s something the world’s best hospitality brands take seriously. In this episode, Matt and Jack break down what active listening really means, why giving someone your full attention matters, and how spotting the small “golden nuggets” in conversation can change the entire experience. They also talk through the real benefits of listening properly, from...

CycleBar Culver City is one of the few franchises in the world to earn a five-star award rating from The Fit Guide, and the only cycling franchise globally to hit that mark. In this episode, owner and instructor Steph Sklar-Mulcahy joins us to talk about what it really takes to run a studio at that level. She shares the decisions, standards and small details that shaped the experience, and how she...

The Fit Guide co-founder Matt Lavender has consulted with leading hotel brands such as Ritz-Carlton and Four Seasons, and he’s seen three things the very best do that others don’t. These are the details that separate five-star hotels from everyone else. In this episode, Matt and Jack break down what gyms can learn from top-tier hospitality, and the small touches that help the best clubs stand out....

Rumble Boxing co-founder Andy “The Mayor” Stern talks us through their brand’s journey, how Rumble was built and how the team created an experience that feels more like a show than a workout. We dig into the member journey from start to finish, how the brand trains coaches to deliver the signature Rumble energy, and the systems that keep the experience consistent across more than 100 global locati...

In this episode, Matt and Jack break down how the right questions can improve sales, strengthen service and boost retention. They also look at how the world’s leading hotels, restaurants and hospitality brands use questions to build connection, understand their guests and deliver a five-star experience. ---------------------------------------------------------------- Thank you to our sponsors Hapa...

Cameron Falloon is the founder and CEO of Body Fit Training, also known as ‘BFT’, one of the world’s fastest-growing fitness franchises with over 300 studios open and 700 sold globally. In this episode, he joins Jack Thomas to share how BFT have achieved consistency and quality across different global markets, what drives their award-winning five-star class experience, and how the brand has mainta...

The language you use matters when delivering world-class service. The top restaurants and hotels know this — but do gyms? In this episode, Matt and Jack explore how language shapes a five-star experience, drawing on Matt’s background working with some of the world’s leading hospitality brands. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our p...

Jay Siano and his company SABRE Life have advised some of the biggest names in fitness, such as The Fit Guide award winners solidcore, F45, Barry’s, Nofar Method, Orangetheory, Rise Nation, STRONG Pilates, TruFusion and Y7 Studio. In this episode, he joins Jack Thomas to share how smart real estate strategy can make or break a gym, what we can learn from billion dollar hospitality brands and what...

When someone visits your gym for the first time, it’s make or break. Do a good job and you could have a client for life. Get it wrong and they may never return, or even tell their friends not to. Data from The Fit Guide shows that many gyms are missing the mark. In this episode, co-hosts Matt and Jack share tips and techniques from the world’s best gyms, hotels and restaurants to help you get it r...

James McMillian is the president of Tone House, one of New York’s most iconic and well-known strength and conditioning studios and The Fit Guide Award of Excellence winner. James builds both his team and the member experience with an athlete’s mindset, striving for excellence and a strong community spirit. James recently sparked a conversation around ClassPass by leading a one month boycott that g...

What can gyms and coaches learn from Broadway and the world’s leading hotels and restaurants? Rain or shine, five-star service must always be delivered. In today’s episode, hosts Matt Lavender and Jack Thomas explore the concept of ‘hospitality as theatre’, and how this mindset helps the very best businesses deliver exceptional service consistently. ------------------------------------------------...

At The Fit Guide we’ve visited and evaluated over 400 clubs across the globe. Based on our data, Matt and Jack discuss the ten brands that have scored not just highly, but also consistently, through our comprehensive, objective process. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management software Ezypay , our preferred su...

The Fit Guide’s Matt Lavender and Jack Thomas dive into the power of first and last impressions — and why they matter more than you think. They also share simple service strategies your team can apply today. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management software Ezypay , our preferred subscription and payment soluti...

Many gym owners are concerned about ClassPass. In this episode we discuss the issue, with a panel hosted by The Fit Guide co-founder Jack Thomas, co-hosts Mohammed Iqbal, Matthew Januszek and panelists Jeff Bladt, SVP at Playlist (Mindbody and ClassPass) and Rachel Hirsch, a LA studio owner who is spearheading a ClassPass boycott during September. --------------------------------------------------...

Matt Lavender, co-founder of The Fit Guide, introduces “Mind the GAP” — a powerful three-step framework to improve customer experience, strengthen human connection, and deliver five-star service. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management software Ezypay , our preferred subscription and payment solution Sign up t...

Linda Tang is the co-founder of WeBarre, Singapore’s leading Barre experience, with The Fit Guide awards for both class and The Fit Guide 5 Star Award. Interviewed by The Fit Guide co-founder Jack Thomas, Linda shares how they’ve purposefully created their five-star member experience, how they deliver this consistently, and her ups and downs from a decade leading one of Singapore’s leading fitness...

What’s the difference between a 4-star and 5-star gym? Our highest 5-star award is given to fitness experiences achieving over 90% in our process, but the data shows there are a few key factors that have stood out during our evaluations. In this episode Matt and Jack break down the key differentiating factors that help the best-of-the-best really shine. --------------------------------------------...

Jack Thomas is co-founder of The Fit Guide but he also founded BASE in Bangkok, a multiple award-winning gym in Thailand. In this episode, Jack answers some of the questions he usually puts to the world’s leading gym brand brand founders and operators. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management software Ezypay ,...

The world’s best restaurants have had the Michelin Guide for over 100 years. Luxury hotels have had Forbes Travel Guide for over 70 years. Now, the world’s leading gyms and fitness experiences have The Fit Guide. In this episode, The Fit Guide founders Matt and Jack explore what the fitness industry can learn from over a century of heritage at Michelin Guide and Forbes Travel Guide. THANK YOU TO O...

Bridge Hudson is one of the founding instructors at premier Hong Kong cycling studio, XYZ. Interviewed by The Fit Guide co-founder Jack Thomas, Bridge shares how they’ve created a thriving cycling studio that's lasted over 12 years and is recognized as one of Asia’s top fitness brands. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred...

We’ve anonymously visited over 400 gyms around the globe. From our data, it’s clear that the fitness industry needs to improve its level of service and hospitality so we can impact more people. In this episode, hosts Matt Lavender and Jack Thomas explore what good hospitality means and how gyms and studios can start using some tried and tested techniques from hotels and restaurants. THANK YOU TO O...

Jennifer Vaughan Maanavi is the founder of Physique 57 in New York, The Fit Guide’s multiple five-star award-winning barre brand. Interviewed by The Fit Guide co-founder Jack Thomas, Jennifer shares her journey, the brand's ups and downs and the secrets to her success. ---------------------------------------------------------------- Thank you to our sponsors Hapana , our preferred gym management s...