What Gyms Can Learn from the Mandarin Oriental Approach to Five-Star Experiences, with Andrea Lomas-Gong

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. If you want a more consistent experience, happier members and a stronger brand, this episode shows why every minute matters. ---------------------------------------------------------------- Thank you to our sponsors Hapana [https://www.hapana.com/], our preferred gym management software Ezypay [https://www.ezypay.com/], our preferred subscription and payment solution Sign up to our newsletter https://thefitguide.com/subscribe [https://thefitguide.com/subscribe] Connect with The Fit Guide LinkedIn [https://www.linkedin.com/company/wearethefitguide] Instagram [https://www.instagram.com/wearethefitguide] Website [https://thefitguide.com/]

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 transform the member experience, and why the best sales strategy isn’t about pushing harder, but about building trust. If you want to create a more memorable experience, improve retention and sell with integrity, this episode is full of practical ideas you can apply immediately. ---------------------------------------------------------------- Thank you to our sponsors Hapana [https://www.hapana.com/], our preferred gym management software. Ezypay [https://www.ezypay.com/], our preferred subscription and payment solution. Sign up to our newsletter https://thefitguide.com/subscribe [https://thefitguide.com/subscribe] Connect with The Fit Guide LinkedIn [https://www.linkedin.com/company/wearethefitguide] Instagram [https://www.instagram.com/wearethefitguide] Website [https://thefitguide.com/] Guest Links Yves Preissler on LinkedIn [https://www.linkedin.com/in/yvespreissler]

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 is where to start. ---------------------------------------------------------------- Thank you to our sponsors Hapana [https://www.hapana.com/], our preferred gym management software Ezypay [https://www.ezypay.com/], our preferred subscription and payment solution Sign up to our newsletter https://thefitguide.com/subscribe [https://thefitguide.com/subscribe] Connect with The Fit Guide LinkedIn [https://www.linkedin.com/company/wearethefitguide] Instagram [https://www.instagram.com/wearethefitguide] Website [https://thefitguide.com/]

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 often have the biggest impact, why the member journey starts long before a workout begins, and how great leaders create consistency through culture, systems and training. If you’ve ever wondered what separates truly world-class brands from everyone else, this episode offers a rare opportunity to learn from one of the best. ---------------------------------------------------------------- Thank you to our sponsors Hapana [https://www.hapana.com/], our preferred gym management software. Ezypay [https://www.ezypay.com/], our preferred subscription and payment solution. Sign up to our newsletter https://thefitguide.com/subscribe [https://thefitguide.com/subscribe] Connect with The Fit Guide LinkedIn [https://www.linkedin.com/company/wearethefitguide] Instagram [https://www.instagram.com/wearethefitguide] Website [https://thefitguide.com/] Guest Links Andrea Lomas-Gong on LinkedIn [https://www.linkedin.com/in/andrea-lomas-413b2b5/]

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 [https://thefitguide.com/five-star-reception-services-course-institute-of-hospitality⁠] ---------------------------------------------------------------- Thank you to our sponsors Hapana [https://www.hapana.com/], our preferred gym management software Ezypay [https://www.ezypay.com/], our preferred subscription and payment solution Sign up to our newsletter https://thefitguide.com/subscribe [https://thefitguide.com/subscribe] Connect with The Fit Guide LinkedIn [https://www.linkedin.com/company/wearethefitguide] Instagram [https://www.instagram.com/wearethefitguide] Website [https://thefitguide.com/]