Elevating Fitness Through Hospitality.
Presented by Jack Thomas and Matt Lavender, Five-Star Fitness will teach you the very best hospitality practices and secrets that have been elevating the world's best hotels and Michelin star restaurants for over 100 years.
Learn from Matt's background as former Global Director of Evaluations for Forbes Travel Guides, working with the world's leading hospitality brands such as Ritz-Carlton and Four Seasons. You'll also hear stories and insights from leading fitness leaders behind The Fit Guide's award-winning brands.
What does the a gym’s perfect member journey look like?
In this episode of Five-Star Fitness, we’re joined by retention expert Dr. Paul Bedford to explore how gyms and fitness studios can create exceptional experiences at every stage of the member journey.
We cover everything from marketing and first impressions to onboarding, personal training and long-term engagement.
Five-Star Gym Reception Services Course (https://thefitguide.com/five-star-reception-services-course-institute-of-hospitality)
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Website (https://thefitguide.com/)
Guest Links
Dr Paul Bedford on LinkedIn (https://www.linkedin.com/in/drpaulbedford/)
Retention Guru (https://www.retentionguru.com/)
6 Oct 2026
Your Gym Isn’t Ready For Unreasonable Hospitality
Will Guidara talks about how creating memorable “wow” moments can be a powerful part of a five-star experience.
However, they mean little if you haven’t mastered the basics first.
In this episode, Matt and Jack discuss why gyms need to get the fundamentals right before trying to deliver unreasonable hospitality.
From learning members’ names and making eye contact to removing friction from booking and the wider member journey, we look at why making things easy can have a bigger impact than grand gestures.
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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/)
29 Sept 2026
The Collapse of Nike Studios and Y7
One of America’s most well-known boutique fitness brands went from $10 million in annual revenue to closing every location less than two years after being acquired.
FitLab raised $65 million, partnered with Nike and acquired some of America's best-known boutique brands such as Y7 Studio and Mile High Run Club.
The Nike partnership fell apart. Then other studios started closing.
We break down what happened, Y7 founder Sarah Larson Levey's public account of the final 18 months, and the bigger lessons around acquisitions, founder control and boutique fitness.
Is the boutique model the problem…
or is this more about operations and execution behind FitLab?
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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/)
Who has been a guest on Five-Star Fitness by The Fit Guide
Names identified in recent episode analyses. Showing up to five guests.
Dr Paul Bedford
Mark Fisher
Ryan Hogan
Jarron Aizen
Olivia Billingham
Reach and audience
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Spotify
5.0 / 5
1 ratings
Contact Five-Star Fitness by The Fit Guide
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