Five-Star Gym Reception Services Course

Ryan 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 new Les Mills and HYROX partnership, the role AI is likely to play in fitness over the next decade, and the biggest opportunities across Asia-Pacific. This episode is packed with practical insights for fitness operators.

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Les Mills

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 making members feel comfortable and looked after, this is the episode for you.

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Five-Star Gym Reception Services Course

Jarron 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 about as AI reshapes the way gyms are run.

If you want to understand where fitness technology is heading over the next decade, this episode is a great place to start.

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Hapana

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 Philippines market and Thailand’s strong resurgence.

This is an essential overview for operators, investors and suppliers looking to better understand the opportunities across Southeast Asia.

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Olivia Billingham on LinkedIn

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 new investor

🚴 SoulCycle continues to close studios

🎤 Our biggest takeaways from Beyond Activ

📈 JETSET Pilates reaches 400 locations sold

🌍 Expansion updates from Orangetheory, Fitstop and Club Pilates

💬 Analysis, opinions and what it all means for the fitness industry

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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.

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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.

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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.

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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.

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Andrea Lomas-Gong on LinkedIn

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.

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Build A Five-Star Reception Team

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