Purpose: This study aims to examine effects of the COVID-19-induced lockdown on turnover intentions (TI) for the hospitality retail sector. Design/methodology/approach: This study reviews employee TI literature before and during the COVID-19 pandemic. The data for the present study were derived from a sample of 301 hospitality retail workers employed within the integrated resorts on The Cotai Strip, Macao. Data were analysed using structural equation modelling. Findings: This study showed a significant positive relationship between job satisfaction (JS) and the two variables of workload and pay (WP) and company support (CS). Co-worker relationship did not influence JS. Furthermore, JS had a significant negative effect on employee TI. WP had the greatest influence on whether to leave the sector or not. Practical implications: The suggested framework can assist hospitality retail management in developing an employee-retention strategy as the sector recovers from pandemic restrictions. Originality/value: To the best of the authors’ knowledge, this is one of the first studies to develop a TI framework for the hospitality retail sector during the pandemic.