How Gym Chains Can Train Every Location the Same Way

Training problems get bigger as a gym chain adds locations. Opus helps every location follow the same standards

Frontline fitness workers, especially those new to the job, have all experienced that rush of anxiety sweep in when a member approaches with a question they don’t know the answer to. Put on the spot, they panic, offer their best guess and hope they got it right. Then, they watch that member trot toward the sauna when they wanted directions to the functional training area.

It’s a stressful moment for the employee, a frustrating one for the member and, when repeated at scale, a larger problem for the company.

It’s also why Opus, the training and operations platform for frontline workers, exists. As a platform that brings training, checklists, audits and AI search together across many locations, it helps brands deploy informed and confident employees. It specializes in industries such as food service, retail, hospitality and of course, fitness and wellness. 

The Problem At Hand

Frontline workers in the fitness industry are often asked to remember countless programs, policies, procedures and data. It’s too much for anyone to absorb from a packet of instructions, and it can derail even the most dedicated staff. 

“At most gyms, training is short and covers the basics at best,” explained Meghan Foulkes, SVP of Revenue at Opus, who previously worked at Mindbody and Fitgrid. “Standards slip, and every location starts doing things a little differently.” 

Employee confidence can plummet as well, which doesn’t bode well for consumers or operators hoping to maintain a consistent staff. 

“People don’t see how much that costs,” Foulkes added. “Members get a worse experience, staff lose confidence, and the good ones start looking for a job somewhere else.”

For brands spanning multiple locations or those with a larger staff, these issues will only compound. 

The Opus Solution

Rather than a mess of instructions, either delivered in a series of documents or by word of mouth, employees at companies using Opus get an interactive platform that organizes information and presents it in a digestible format. All the operator needs to do is feed their information into the system. 

“We’re the place where all of a company’s standards and operating knowledge live, so employees can find what they need,” Foulkes said. 

The Opus platform facilitates digital classes where employees can learn and stay updated on brand policies or procedures. It creates checklists for and audits individuals. It also carries an AI search feature that extracts brand information quickly for specific inquiries, which Foulkes said brands and their employees especially appreciate. For a chain, that means the same standards, checklists, audits and AI search are available at every location, so each one works from the same information. 

“Instead of digging through documents, you just ask a question and get the answer from your own company’s information. It works a lot like ChatGPT, but built on what your brand actually knows,” Foulkes added. 

The enthusiasm around the AI search feature extends up the organizational ladder, with managers and other senior staff also benefiting from it. Foulkes reported that VASA Fitness, a rapidly growing gym chain, saved more than 200 operational hours with the feature, with 40% of the search queries coming from managers. 

“Service consistency is everything in our business. Opus lets us roll out changes across all 70+ clubs at once and trust that every team can deliver the VASA experience our members expect. That’s what protects our brand as we grow.” Chris Griebe, COO VASA Fitness

“It’s easy to assume this is just for frontline staff, but managers are juggling even more,” Foulkes said. “They use Opus to check policies and standards, so they can coach their teams with confidence.” 

The Impact is Everywhere

While still important, Foulkes says this gathering and consolidating of information is only the “baseline” when it comes to the effects Opus has on a business. 

Once that fundamental knowledge is assembled and absorbed by employees, they’ll have more time and mental wherewithal to focus on the nuances of the job or their soft skills, such as making a member feel welcomed, comfortable and energized. 

“That matters most for trainers, the front desk and anyone else who talks to members every day,” Foulkes said. 

Employee retention strengthens via Opus as well. When information becomes more palatable and confidence on the job builds, that job becomes easier to do, and therefore harder to leave. Then, as staff stick around and continue to hone their skills, they’ll earn more as they evolve into better trainers or employees.

“The longer people stay, the better they get,” Foulkes said. “The benefits really add up.”

VASA experienced this firsthand, with employee retention reportedly increasing by 50% in 12 months with Opus. 

And beyond that, they’ve experienced fewer of those flashes of anxiety, verbal missteps and members inadvertently sent to the sauna.