Five-Star Fitness by The Fit Guide

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 when someone walks in, this episode is about making sure no client feels invisible.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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, and how hotels can go beyond the gym with recovery and wellness spaces. Chris also shares how small, hard-to-quantify details make a space feel genuinely five-star.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management software.Ezypay, our preferred subscription and payment solution.Sign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksChris Howell LinkedInSPX Gym Design

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 human and more effective, this episode shows how the best do it.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 of studio closures (≈30%), the highest of any city we’ve evaluatedWhy HIIT and strength concepts were hit hardestAnd the one modality that clearly moved in the opposite direction: PilatesYou’ll also hear:Which brands raised standards in a tough marketWhere operators are underestimating the impact of service and consistencyWhat this means for gyms and studios heading into 2026Singapore remains one of Asia’s most sophisticated fitness markets — but the data shows it’s at an inflection point.📊 Full Singapore report and global insights coming soon👉 Subscribe to get a competitive advantage with the latest dataRead the full story in our ⁠Singapore 2026 Article⁠----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 systems to small cues picked up in conversation and class. From remembering names and preferences to knowing when to keep things formal, this episode focuses on the details that build connection, trust and long-term loyalty.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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, and how those ideas can translate into a gym environment.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management software.Ezypay, our preferred subscription and payment solution.Our cycling media partner RIDE HIGH Magazine.Sign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksDebra Strougo LinkedInFitizens Holdings

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 service to feel effortless and genuinely thoughtful, this episode shows where to start.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 gym management software.Ezypay, our preferred subscription and payment solution.Our cycling media partner RIDE HIGH Magazine.Sign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksKX PilatesSelina Bridge LinkedIn

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 building trust and connection to spotting issues early and delivering better anticipatory service — another key part of five-star service.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 kept the bar high in a competitive LA market.Steph also talks a lot about culture and how much the team matters. She explains why showing up for her people, supporting them and being present day-to-day has been a big part of the studio’s success. If you want a look at what strong culture actually looks like inside a top-tier fitness franchise, this is the episode for you.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionAnd our partner RIDE HIGH Magazine.Sign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksCycleBar Culver CitySteph Sklar-Mulcahy LinkedIn

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.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 locations.Andy also opens up about leadership, inspiration and the tougher moments along the way. He talks about building community, developing people, learning from failure and the small details that make a fitness experience unforgettable. If you want to understand the magic behind one of New York’s most iconic fitness brands, this is the episode for you.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksRumble BoxingAndy Stern LinkedIn

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, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 maintained its standards while scaling worldwide.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksBody Fit TrainingCameron Falloon LinkedIn

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 preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 it really takes to find, build and scale winning locations.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksSABRE Life’s websiteJay Siano LinkedIn

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 right.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite

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 got the backing of a large number of New York’s studios.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsiteGuest LinksTone House in The Fit GuideTone House websiteJames McMillian Instagram

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.----------------------------------------------------------------Thank you to our sponsorsHapana, our preferred gym management softwareEzypay, our preferred subscription and payment solutionSign up to our newsletterhttps://thefitguide.com/subscribeConnect with The Fit GuideLinkedInInstagramWebsite