Five-Star Fitness by The Fit Guide
Five-Star Fitness by The Fit Guide is a podcast that explores the intersection of fitness and hospitality. Hosted by Jack Thomas and Matt Lavender, it reveals the best practices and secrets from top hotels and Michelin-star restaurants that have been elevating guest experiences for over a century. Matt Lavender, former Global Director of Evaluations for Forbes Travel Guides, shares insights from working with luxury brands like Ritz-Carlton and Four Seasons. The show also features stories and advice from leading fitness experts behind The Fit Guide's award-winning brands.
Episodes
The Five-Star News Roundup — August’s Biggest Fitness Industry Stories
Five-Star Reception ServicesWelcome 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, co-founder and host Jack Thomas covers:⭐ Beyond Activ launches its new community app 🥊 Barry’s non-compete sparks industry debate 🧘 Club Pilates surpasses 1,500 studi
What 10,000 Gym Members Told Les Mills with Ryan Hogan, CEO of APAC
Five-Star Gym Reception Services CourseRyan Hogan, CEO of Les Mills Asia Pacific, joins us to discuss the trends shaping the future of fitness. Drawing on insights from the latest Les Mills Global Report, we explore why more people are exercising than ever before, the growth of strength training, and why creating the right atmosphere and human connection is more important than ever.We discuss the
The Mindset That Kills Gym Sales
Matt and Jack have spoken to gym owners and managers across the industry, and there’s one mindset that predicts a weak sales experience more than any other.In this episode, we discuss why sales should be viewed as service, the questions every team should be asking before making a recommendation, and how to guide people without overwhelming them. If you want to improve sales in your gym while makin
The Future of Fitness: Where AI Meets Human Connection, with Jarron Aizen, CEO of Hapana
Five-Star Gym Reception Services CourseJarron Aizen, CEO of Hapana, joins the show to discuss how the brands that succeed will use AI to strengthen, rather than replace, human connection. We explore Hapana’s journey from a personal training platform to one of the industry’s leading software providers, why they rebuilt their entire platform from the ground up, and what operators should be thinking
The Opportunities in South East Asia’s Fitness Industry, with Olivia Billingham of Ezypay
Liv Billingham of Ezypay joins host Jack Thomas to break down five of the region’s most important fitness markets: Singapore, Malaysia, Indonesia, the Philippines and Thailand.We explore the growth, trends and consumer behaviours shaping each country, from Singapore’s highly competitive boutique scene and Malaysia’s rapid development to Indonesia’s complex local landscape, the community-led Philip
The Five-Star Fitness News Roundup — July’s Biggest 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 Thomas covers:⭐ The Fit Guide launches Five-Star Fitness Reception Course🇹🇭 GymNation expands into Thailand🏆 HYROX World Championships head to Hong Kong💰 HYROX reportedly secures a major ne
Why the World’s Best Gyms Respect Everyone’s Time
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.
What the Fitness Industry Can Learn from Luxury Hospitality, with Yves Preissler
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 trans
How the World’s Best Gyms Win Before the Workout Starts
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
What Gyms Can Learn from the Mandarin Oriental Approach to Five-Star Experiences, with Andrea Lomas-Gong
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
500 Gym Visits. The 10 Biggest Opportunities.
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 Five-Star Fitness News Roundup — June’s Biggest Stories
The Fit Guide Dubai — Top StoriesWelcome 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 Guid
How the Best Gyms Build Community
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, whet
How Do Dubai’s Boutique Gyms Compare To The Rest Of The World?
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 sponsorsHapana
How the Top 1% of Gyms Use Sales Psychology
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 princi
The Five-Star Fitness News Roundup — May’s Biggest Stories
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, Nike
What the World’s Best Gyms Do When Clients Show Up Late
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, consisten
How Your ‘Best’ Trainers Could Be Hurting Your Business, with Emma Masters
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 a
What The World’s Best Boutique Gyms Know About Design
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 ele
Purpose and Profit: Find Your North Star, with Barry and Shay Kostabi
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 more
Service Recovery: How the Best Gyms Turn Complaints into Raving Fans
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 conversation
What Makes A Five-Star Group Class Experience with Will Brereton
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 looki
How the Best Gyms Turn Feedback Into a Competitive Advantage
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 f
What the World’s Best Gyms Expect Every Team Member to Know
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 y
How Do Melbourne’s Boutique Gyms Compare To The Rest Of The World?
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 sponsorsHapana, our preferred gym management softwareEzypay, our preferr
How the Best Gyms Make Every Client Feel Seen
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
The Blueprint for Five-Star Gym Design with Chris Howell
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 the World’s Most Successful Gyms Sell
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, more
Singapore’s Boutique Fitness Market in 2026: Service Slips, Closures Rise, Pilates Steps Up
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 2026How reception service dropped to the lowest level globallyThe scale
How the Best Gyms Make Every Client Feel Like a VIP
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
How The World’s Best Gyms Deliver Unreasonable Hospitality
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,
What The World’s Leading Fitness Brands Know About Marketing & Experience
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.---------------------------
The Secret to Five-Star Service: Anticipate, Don’t React
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 your
How KX Pilates Scaled Five-Star Culture and Service To Over 120 Studios Globally
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 sponsorsHapana, our preferred
How The World's Best Gyms Connect with Members and Sell More
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
How CycleBar Culver City Became the World’s Only Five-Star Cycling Franchise
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
What the Top 1% of Gyms Notice That Others Miss
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: Taking New York’s Energy To Over 100 Gyms Globally
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
What The Top 1% Know About Asking Questions
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 sponsorsHapana,
How Body Fit Training Maintained a Five-Star Experience While Growing to 300 Gyms
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 maintai
Why Language Matters in World-Class Gym Hospitality
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 sponsorsHapana, our prefer
Bringing the Best of Real Estate and Hospitality to the World’s Top Fitness Brands with Jay Siano
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 i
What the World's Best Gyms Get Right About First-Time Hospitality
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 ri
Bringing The Athlete’s Mindset To Life and Business, with James McMillian of Tone House (New York)
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 go
Hospitality As Theatre: What Fitness Can Learn From Broadway
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.--------------------------------------------------
Top 10 Boutique Fitness Brands For Hospitality and Experience
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 sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscrip
The Power of First and Last Impressions
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 sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign
Panel: Is ClassPass Good For The Fitness Industry?
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.---------------------------------------------------
Mind the GAP: The Secrets Behind Five-Star Gyms
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 sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our n
Building Singapore’s Leading Award-Winning Barre Experience with Linda Tang of WeBarre
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
The Difference Between A 4-Star And 5-Star Gym Experience
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.----------------------------------------------
Winning “Asia’s Gym of The Year” with Jack Thomas, founder of BASE in Bangkok
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 sponsorsHapana, our preferred gym management softwareEzypay, our pre
The Most Desirable Job in Fitness
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 OUR
Breaking Down Hong Kong’s Premier Cycling Experience, with Bridge Hudson of XYZ, Hong Kong
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 sponsorsHapana, our preferred gym
The Fitness Industry’s Hospitality Crisis
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 OUR
Building New York’s Five-Star Barre Experience, with Jennifer Vaughan Maanavi of Physique 57
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 sponsorsHapana, our preferred gym management softwa
Founding the ‘Michelin Guide’ of Fitness – The Story of The Fit Guide
We believed that the world’s best gyms and fitness experiences deserved its own independent rating system and evaluation process, just as restaurants and hotels have had for decades.This is the story of The Fit Guide.THANK YOU TO OUR SPONSORSHapana, our preferred gym softwarehttps://www.hapana.com/Ezypay, our preferred subscription and payment solutionhttps://www.ezypay.com/SIGN UP TO OUR NEWSLETT
Building Dubai's First Five-Star Cycling Studio Ivana Bruic of Storm Cycling
Ivana Bruic is the founder of STORM Cycling in Dubai, the city's first five-star award-winning indoor cycling brand from The Fit Guide.Interviewed by The Fit Guide co-founder Jack Thomas, Ivana shares her journey, the brand's ups and downs and the secrets to her success.This interview is brought to you in conjunction with RIDE HIGH Magazine, our indoor-cycling media partner.---------------
What can gyms learn from the Michelin Guide and Forbes Travel Guide?
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 our
Welcome to the Five Star Fitness Podcast
What if the best lessons from luxury hotels and Michelin-starred restaurants could transform your fitness business?At the Five-Star Fitness Podcast, we believe in elevating fitness through hospitality.Hosted by Jack Thomas and Matt Lavender, this show brings hospitality’s most powerful tools to the fitness industry. We’ll share the service secrets that have elevated the world’s top hotels and rest
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