Abstract:
The hospitality industry is a major source of employment in Sri Lanka; however, high
turnover rates among female employees, particularly in front office positions
requiring long hours, shift duties, and emotional labour—pose a critical challenge.
This issue is particularly pronounced in the Matara District, where tourism serves as
a key economic driver and hotels struggle with staff retention amid regional labour
shortages and socio-cultural expectations placed on women. Although prior research
has addressed work–life balance (WLB) and turnover intention, limited attention has
been paid to how individual, organizational, and social factors collectively shape
female employees’ retention in this setting. This study investigates the impact of
WLB on turnover intention among female front office employees in star-graded
hotels in the Matara District. A quantitative research approach was employed, and
data were collected from 93 respondents using a simple random sampling method,
achieving a 90% response rate. Structured questionnaires were administered, and the
data were analyzed using SPSS (version 26) through descriptive statistics, pearson
correlation, and multiple regression analysis. The findings reveal that organizational
factors, such as supervisor support, flexible scheduling, and positive workplace
culture have the strongest negative influence on turnover intention. Individual factors,
including stress management and time control, had a moderate effect, while social
factors such as family obligations and societal expectations demonstrated the weakest
impact. These results provide theoretical support for Social Exchange Theory, Role
Theory, and Work–Family Border Theory within a non-Western hospitality context.
Practically, the study offers actionable insights for hotel managers, highlighting the
importance of flexible duty rosters, supportive leadership, mentoring initiatives, and
employee well-being program to enhance female retention. Although limited to one
district and department, the research establishes a foundation for comparative and
longitudinal studies across other regions and hotel divisions.
