Amanda Benson-Tilch, the managing director of Burbank Fitness Club, shares lessons of hospitality that apply to the fitness industry.
Hospitality has long been recognized as a vital element in various industries, from hotels and restaurants to spas and resorts. However, its significance is equally profound in the fitness industry. Having worked in hospitality and experienced its positive impact firsthand, I’ve recognized valuable lessons that I implemented in my current role as managing director of Burbank Fitness Club. By incorporating principles of hospitality — such as personalized service and cleanliness — we have transformed our gym into a welcoming haven that fosters strong connections with our members, enhances their experience and sets us apart from other fitness establishments.
One of the most significant factors in maintaining a positive guest experience is cleanliness, a concept I learned from my time working for the Hyatt Corporation. As I developed new cleaning protocols post-COVID-19, I’ve taken this lesson to heart and built our entire culture around it. We recognize sanitization isn’t merely a superficial consideration, rather it plays a fundamental role in creating an environment where our members can thrive. I’ve even added a signature scent to our entrance that’s uplifting and refreshing, much like the finest resorts. By maintaining impeccable cleanliness standards throughout our facility, we not only promote health and hygiene but we also ensure that our members feel comfortable and motivated to achieve their fitness goals.
Another crucial lesson I learned at the Hyatt was the power of personalized service. This principle has become an integral part of our approach at Burbank Fitness Club. Greeting each member by looking them in the eye, using their name and going above and beyond to serve them has significantly impacted the way our members perceive their fitness journey. By taking the time to get to know our members on a personal level, we create a genuine sense of connection and make them feel valued and appreciated.
At our gym, members are not just numbers. They are individuals with unique goals and aspirations. By addressing them by name and offering exceptional service, we demonstrate our commitment to catering to their specific needs. This personalized touch fosters loyalty, as our members recognize the genuine care and attention we extend to them. It also sets us apart from other fitness clubs, where members may feel like faceless entities in a crowded space. Our dedication to personalized service creates an atmosphere where members feel comfortable seeking guidance and support, furthering their fitness journey with confidence.
In the hospitality industry, access to staff and approachable service are cornerstones of exceptional guest experiences. Similarly, at Burbank Fitness Club we ensure our team members are readily available to assist members with any queries or concerns. We have implemented a texting service with a live team member to encourage open communication and provide personal feedback to continuously improve our services. By maintaining an accessible and friendly atmosphere, we cultivate a strong sense of community within our gym, where members feel comfortable interacting with staff and fellow fitness enthusiasts alike.
I firmly believe hospitality has the power to transform the fitness industry. By embracing the principles of personalized service and cleanliness, we have witnessed a significant positive impact on our members’ satisfaction and overall experience. Our dedication to creating a welcoming space where members feel valued and supported has garnered long-term success and established Burbank Fitness Club as a go-to destination for fitness enthusiasts.
In conclusion, hospitality is not limited to the hotel industry, it holds immense value in the fitness world as well. By infusing principles of personalized service, cleanliness and accessibility, we can elevate the fitness experience for our members and create a thriving community within our gyms. As leaders in the fitness industry, let us embrace the power of hospitality to transform lives and set new standards of excellence in our field.
