The Fit Guide has anonymously visited and evaluated more than 500 clubs around the world.

Across these visits, Reception Services was our lowest scoring category.

The moments before and after a session have a huge impact on how clients feel about your brand, whether they return and whether they recommend you to others.

That’s why we built Five-Star Reception Services, the fitness industry’s first hospitality certification.

Created by The Fit Guide. Endorsed by the Institute of Hospitality (UK).

Train your team to deliver five-star service and sales, inspired by the world’s leading hospitality brands.

The course will launch 8th July.

Standard price after launch: US$350.

Pre-order today for 30% off, available until launch.

Claim with coupon code: STAR30

Corporate rates for teams of 12+ available. Contact us for pricing.

Most gyms invest heavily in programming, equipment and coaching.

But our data shows that the biggest leak in the business is at the front desk.

• Front desk teams are undertrained
• First impressions are inconsistent
• Sales conversations are missed or mishandled

The result:

• Leads walk out
• Conversion rates stay low
• First time visitors don't return
• Retention suffers despite a strong product

When the experience doesn’t match the expectation, clients don’t come back.

The best fitness brands understand they are hospitality companies as much as gyms.

They prioritise:

• Connection over transactions
• Experience over delivery
• Consistency at every touchpoint

This is where the biggest gains in member experience, revenue and retention are made.

The Five-Star Reception Services Course

A practical hospitality training system built specifically for the fitness industry.

On completion of this course, your team will know how to:

• Build genuine human connection
• Personalise interactions without scripts
• Handle sales conversations with confidence
• Deliver exceptional first and last impressions
• Anticipate client needs before they’re spoken

The principles taught in the course translate directly into better service and more sales.

This training course is inspired by the training methodologies of brands such as:

• Four Seasons
• Ritz-Carlton
• Six Senses

Where every interaction is designed, trained, and measured.

Led by Matt Lavender, with over 20 years in luxury hospitality.

Adapted for fitness businesses with industry expertise from Jack Thomas.

The course is endorsed by the Institute of Hospitality, the global professional body for hospitality professionals, established in the UK in 1938.

Participants who successfully complete the course receive The Fit Guide Five-Star Reception Services Certification.

An industry-recognised benchmark for hospitality and service excellence in fitness.

Every participant receives a personalised assessment report.

Participants submit a short video interaction demonstrating what they’ve learned. This practical assessment reinforces the learning and makes the certification far more meaningful than a simple online test or participation-based course.

Every assessment is personally reviewed by The Fit Guide and returned with:

• An overall score
• Written feedback against each service standard
• Individual competency and category scores
• Clear recommendations for improvement

It’s practical feedback that your team can apply immediately.

Managers receive access to a live dashboard showing every team member’s progress throughout the course.

Monitor:

• Module completion
• Assessment submissions
• Final scores
• Certification status
• Individual assessment reports
• Video submissions

Whether you’re managing one club or fifty, you’ll always know who’s progressing, who’s ready to be certified, and where additional coaching may be needed.

• Self-paced online learning
• 15 short, practical modules
• Knowledge checks throughout
• Short test at the end of each module
• Final filmed assessment reviewed by The Fit Guide

Approximately 2-3 hours of video learning plus module tests and practical video assessment.

Club and brand managers also receive access to a dashboard that tracks team progress throughout the course, making it easy to manage completion and accountability.

The 15 practical modules cover:

• Voice and Speech
• Appearance
• Product Knowledge
• Genuine Interest
• Personalization
• Observation
• Active Listening
• Anticipatory Service
• The Arrival Process
• Departure
• Phone Enquiries
• Sales

Want your club to be amongst the first in the fitness industry to be 'hospitality certified'?

We are onboarding a limited number of partner gyms ahead of full release.

Purchase below with a 30% discount.

Coupon code: STAR30

Or if you have a team of 12, contact us for pricing.