Psychological resilience of tourism employees according to personality traits: A qualitative research on The Ritz Carlton Istanbul front office employess

Service industry in which hospitality industry known as smokeless industry takes part is an important sector both in our country and in the world through the created employment and foreign currency revenue. In Turkey, the proportion of the hospitality sector in gross domestic product and number of employed sectors are gradually increasing. As a result of the researches which have emerged as the important factors that play a role in the behavior of personality traits; not only the performance of personal characteristics in the workplace, but also education, accident prevention and reduction of absenteeism. One of the most conspicuous characteristics of hospitality industry is face to face contact of the employer with guests. Quality and provided service are as important for employer's unity and affiliation as fulfilling company's pledged standards. Competition in the hospitality as one of the fast paced flourishing industries in the World is inevitable. Employer's qualification come into prominence in providing highest level of guest satisfaction and quality service as a facilitator of competitive advantage in the hospitality industry due to laborintensive dynamic of the industry. In other words; besides having job related knowledge and skills having personality characteristics and behaviors at the desired level will be productive as employer's characteristics rapporting with necessities of the job congruent as it could be. In line with terse issues, it was noticed that having physical arduous for individuals is deficient. The objective of the study is to elucidate the hospitality industry's employer's psychological basis subject to personality characteristics. The scope of the study consists of 9 male 9 female front office employers of The Ritz Carlton İstanbul luxurious city hotel in Istanbul. Method of the study based on observation and analysis of the gathered documents and meetings. Through the interpretation of the qualitative data ,it was determined that company's in which the study conducted employer's have extrovert characteristics and open minded in terms of experiencing more and broadening horizons. In addition to that, it was noted as an another result of the study that participants having personality characteristics stated above are psychologically invulnerable.