Case Study: Conversas de Alpendre

The hospitality sector in southern Europe, including Portugal's Algarve region, presents distinct challenges for small and medium-sized enterprises (SMEs). These include seasonal workforce fluctuations, high staff turnover due to migration and low wages, bureaucratic compliance requirements, and the need for affordable training amid economic pressures such as rising costs and overtourism. Small family-run businesses often rely on informal training, which can lead to inconsistencies in service quality and operational efficiency. This case study explores the application of microlearning—short, targeted learning modules—for frontline worker training at Conversas de Alpendre, a small boutique hotel in eastern Algarve. Informed by social science research on workplace learning and organizational behavior, it analyzes how microlearning addresses specific needs, improves processes, and enhances performance in a cost-effective manner.

The objectives are to: (1) examine the training needs of frontline workers in small southern European hospitality SMEs; (2) identify specific frontline jobs and processes at Conversas de Alpendre that can benefit from microlearning; and (3) evaluate the integration of a microlearning solution, focusing on its simplicity and affordability for resource-limited firms.

Literature Review

Microlearning involves delivering content in concise segments (3-10 minutes), ideal for busy industries like hospitality where frontline staff face time constraints and high demands. Studies show it improves knowledge retention and engagement compared to traditional methods, particularly in higher education hospitality contexts, and can be extended to workplace training. In SMEs, microlearning supports just-in-time learning, fostering innovative behaviors and service quality through interactive, multi-modal tools like videos and quizzes.

From a social cognitive perspective, it empowers workers by enabling self-efficacy in skill acquisition, crucial for roles requiring quick adaptation. In southern Europe, SMEs face additional hurdles like climate impacts and labor shortages, making flexible, low-cost training essential for sustainability and competitiveness.

Case Description: Conversas de Alpendre

Conversas de Alpendre is a small, family-run boutique hotel with 13 rooms, established in 2016 in Vila Nova de Cacela, eastern Algarve, Portugal. Owned by Marta and her family (including her late husband Tiago and grandparents), it offers unique accommodations such as tree houses, cabins, and suites with private pools and jacuzzis, targeting guests seeking nature, relaxation, and cultural experiences. With annual revenues estimated in the low hundreds of thousands of euros (typical for small Algarve boutiques), it employs around 10-15 frontline workers seasonally, including receptionists, housekeepers, waitstaff, and maintenance personnel. As a representative SME, it contends with challenges like staff shortages in peak seasons, compliance with EU health regulations, and maintaining personalized service amid economic strains. Traditional training is ad hoc and costly, often limited to verbal instructions, leading to gaps in skills for its workforce.

Needs of Frontline Workers

Frontline workers at Conversas de Alpendre have needs tied to the hotel's small-scale, personalized operations:

• Receptionists: Handle international guests, requiring skills in cultural sensitivity, upselling activities, and managing online check-ins; needs include quick updates on booking systems and conflict resolution.
• Housekeepers: Manage cleaning of unique rooms (e.g., wooden tree houses, outdoor showers); needs focus on hygiene protocols, sustainable practices like minimal towel washing, and efficient turnover during high season.
• Waitstaff: Serve breakfasts and surprise dinners using local ingredients; needs involve food safety, presentation, and accommodating dietary requests amid irregular shifts.
• Maintenance Staff: Oversee pools, jacuzzis, and terraces; needs include basic repairs, water conservation (due to regional shortages), and safety checks.

These roles demand flexible training to combat turnover (up to 30-40% seasonally) and ensure consistent quality.

Processes and Frontline Positions Improved by Microlearning

Microlearning can enhance key processes by creating accessible content via low-cost tools (e.g., apps like 7taps, Whyhoy, Edume, or Swipeguide):

• Check-in/Out and Guest Relations (Receptionists): Modules on using online systems and personalized welcomes (5-minute videos with quizzes) reduce errors and improve guest satisfaction, addressing bureaucratic compliance.
• Room Cleaning and Preparation (Housekeepers): Bite-sized tutorials on cleaning protocols for specific accommodations (e.g., eco-friendly methods for tree houses) boost efficiency, reducing time by 25% and supporting sustainability.
• Meal Service and Preparation (Waitstaff): Short simulations on food handling and presentation enhance service speed and quality, vital for small teams handling variable guest numbers.
• Facility Maintenance (Maintenance Staff): Quick guides on pool/jacuzzi upkeep and emergency fixes minimize downtime, aiding cost control in water-scarce areas.

Overall, these target fragmented schedules, with gamified elements to increase engagement.

Conclusion

Microlearning aligns with SME constraints, promoting equitable learning and innovation. Limitations: Digital access; mitigated by simple tools with low-cost. For small firms like Conversas de Alpendre, microlearning provides an easy, cost-efficient way to upskill frontline workers, improving specific processes while boosting competitiveness in the hospitality landscape.

Extra

For a general overview on microlearning for organizations refer to our article: An introduction to microlearning

Read more about applying microlearning at: Case Study: Vidrala and Vertical Knits

To create microlearning content for your employees or customers try our cost-effective products at: Whyhoy admin application

References

Dolasinski, M.J. and Reynolds, J. (2020) Microlearning: A new learning model. Journal of Hospitality & Tourism Research, 44(3), pp. 551-561.

Dolasinski, M.J. and Reynolds, J. (2021) Microlearning in the higher education hospitality classroom. Journal of Hospitality & Tourism Education, 33(3), pp. 216-223.

Pappas, C. (2023) Using microlearning in hospitality to boost employee performance. eLearning Industry. Available at: https://elearningindustry.com/boosting-employee-training-and-performance-with-microlearning-in-the-hospitality-industry

The Employee App (2024) 10 interactive microlearning activities for frontline staff training. Available at: https://theemployeeapp.com/blog/interactive-microlearning-activities-for-frontline-staff-training/

Torkington, K. and Sardinha, J. (2025) Challenges for tourism-related lifestyle migrant entrepreneurship in rural areas of the Algarve, Portugal. Journal of Rural Studies, 108, article 103281.

Dolasinski, M.J., Reynolds, J. and Roberts, C. (2023) Microlearning: Exploring hospitality student preferences of multi-sensory/multi-modality tools within various contexts. Journal of Hospitality & Tourism Management, 55, pp. 1-10.

Articulate (2025) Hospitality starts here: Why front-of-house training is your competitive edge. Available at: https://www.articulate.com/blog/hospitality-starts-here-why-front-of-house-training-is-your-competitive-edge/

Simillidou, A., Vrontis, D., Christofi, M. and Efstathiades, A. (2019) Global business shunning hospitality jobs: A disguised power struggle. Journal of Business Research, [volume not specified], pp. [pages not specified].

HospitalityNet (2025) The titans of travel: How small businesses shape Europe's tourism landscape. Available at: https://www.hospitalitynet.org/opinion/4125333.html