Hotel Soprana: A Year in Hotel Life

Hosted by Diana Soprana

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Apr 2026

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About the show

Hotel Soprana Podcast offers a captivating journey through a year in hotel life. Hosted by Diana Soprana, founder of Soprana Personell Norge AS, and hospitality consultant Karlis Vilbers, we look into the dynamic world of hospitality through the lenses of almost 20 years within the industry. From recruitment challenges to technologies, evolving guest expectations, together with our guests we will provide insights and solutions for every season. Join us as we explore trends, share expert advice, and elevate the hotel industry. Your window into the heart of hospitality awaits.

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20 recent

April 7, 202640 min

From Service to Sales: How Frontline Teams Drive Revenue in Hospitality

Your frontline team is not a cost—it’s your growth engine.In this episode at Hotel Soprana, Diana Soprana and Karlis Vilbers sit down with Geoffrey Toffetti, the CEO of Frontline Performance Group (IN-Gauge) to discuss how service-driven businesses can turn everyday interactions into measurable revenue. Topics we cover:• Leadership blind spots about frontline work• 3 uncomfortable changes for CEOs• Service vs. sales ethics• Incentives and motivation across cultures• Measuring culture in real time• AI vs. human balance• The future of frontline performanceIf you lead teams in hospitality, travel, or service industries—this will change how you think about performance. Would like to share your insights, comments or join us at the Hotel Soprana podcast, reach out to podcast@soprana.no.

March 31, 202612 min

Geopolitical Impact on Scandinavian Hospitality | Summer Hiring Trends 2026

In this episode, we explore how geopolitical changes are shaping the Scandinavian (Norwegian) hospitality market in 2026.We cover:- Tourism shifts and political impact- Challenges in remote hotel locations- Recruitment trends and staff shortages- Why the right people and processes matter more than everGet real industry insights and learn how hotels can adapt to uncertainty and stay competitive in a changing market.______________Would like to reach out to us? Send us an email podcast@soprana.no.

January 16, 202620 min

Why “More Training” Doesn’t Improve Service Standards

Great service starts long before the first guest arrives.In this episode of the Hotel Soprana Podcast, ‪@DianaSoprana‬ and Karlis Vilbers explore why hiring the right people and training them properly is the foundation of consistent hospitality standards — and why many in-house training efforts fail to deliver real change.Would like to reach out to us? Send us an email podcast@soprana.no.

December 12, 2025Episode 342 min

Training your hospitality team - expenses or an investment?

Welcome to the Hotel Soprana Podcast – where heart meets hiring in the world of hospitality. Each episode explores the human side of recruitment, leadership, and team-building in fast-paced hospitality sectors.In this episode our guest is Karlis Vilbers, who trains and launches hotel and restaurant teams accross Europe.Topics in this episode:Post-COVID, human interaction remains irreplaceable in hospitality using AI - or is this the future?Investing in people is crucial for business success.Motivation and appreciation are key for team dynamics.The tips system can enhance collaboration between staff.Training is essential for preparing teams for challenges.Understanding guest needs is vital for a positive experience.Seasonal workers can be valuable if the right candidates are chosen.Measuring guest experience is important for improvement.Creating a positive work environment leads to better service.Whether you're a hotel or restaurant owner, hiring manager, or curious about what really happens behind the hospitality hiring and training curtain — this episode is for you.Would like to suggest a topic? Reach out to ⁠⁠⁠podcast@soprana.no⁠⁠⁠.

July 7, 2025Episode 230 min

Season 2, Episode 2 - Hospitality Recruitment in Germany

Welcome to the Soprana Podcast – where heart meets hiring in the world of hospitality. Each episode explores the human side of recruitment, leadership, and team-building in fast-paced service industries.In this episode our guest is Beatrix Westphal, founder of We Rent Awesome People, to talk about the realities of recruiting for gastronomy and hospitality – from middle-of-the-night job inquiries to hilarious (and horrifying) candidate missteps.Topics We Explore:How DISC personality profiling revolutionizes hiringThe emotional texture of job ads and why AI can’t replace real insightWhy onboarding is the silent killer of retentionGenerational needs, red flags, and how not to end up on the recruiter’s blacklistThe power of authenticity in building personal and employer brandsHonest. Unfiltered. Slightly wild. Always real.Whether you're a recruiter, hiring manager, or curious about what really happens behind the hospitality hiring curtain — this episode is for you.Would like to suggest a topic? Reach out to ⁠⁠podcast@soprana.no⁠⁠.

May 1, 2025Episode 115 min

Season 2, Episode 1 - Guest complaints

How should hotels handle guest complaints? In our first live episode, we talk real-life stories, emotional check-outs, and why the goodbye is just as important as the welcome. Discover practical tips on communication, feedback, and creating memorable guest experiences.“Exit is the start of a new welcome.”Would like to suggest a topic? Reach out to ⁠podcast@soprana.no⁠.

October 7, 202427 min

Episode 14 - Processes vs. technologies in hotels

In this episode we are speaking about processes and integration of technological solutions in the hotels. Can AI and robots replace humans?Would like to suggest a topic? Reach out to podcast@soprana.no.

August 14, 202428 min

Episode 13 - Hospitality hiring for short- and long-term?

We are finishing the yearly cycle with August episode and coming into the new year at Hotel Soprana podcast. What are the expectations of hiring for short season vs. long-term in hospitality industry and is it a better solution to employ robots in hotels to cut the shortages in hotel industry? These are the topics we are exploring in our newest podcast episode. Subscribe, comments and reach out to us with suggestions for the topics at podcast@soprana.no.

July 9, 202429 min

Episode 12 - Handling hotel visitor complaints

In this Hotel Soprana July episode we are sharing the experiences in dealing with customer claims. What do you do when your client is unhappy? Is the customer really always right? Join us in this episode and subscribe for the newest ones! If you have any comments or would like to join our podcast as a guest, reach out to us ⁠⁠⁠⁠⁠podcast@soprana.no⁠⁠⁠⁠⁠.

June 10, 202422 min

Episode 11 - Standards vs. exclusivity in hospitality

In this episode we discuss the trend in hospitality for going from standard to exclusive with services and experiences in the hotels.If you have any comments or would like to join our podcast as a guest, reach out to us ⁠⁠⁠⁠⁠podcast@soprana.no⁠⁠⁠⁠⁠.