The purpose of this study is test to the structural relationship between empathy of the employees, customer orientation, trust, organizational loyalty in the hotel industry. To accomplish the goals, a field survey was conducted on the employees' of deluxe hotels in the Seoul area. The statistical tools to be undertaken in this research were frequency analysis, exploratory factor analysis, reliability analysis, correlation analysis, confirmatory factor analysis, and covariance analysis using the statistical package of SPSS (18.0) and AMOS (18.0). The results of this study could be summarized as follows: First, the empathy(emotional empathy, cognitive empathy, behavioral empathy) have a positively affects the level of hotel employees' customer orientation. Second, the empathy(emotional empathy, cognitive empathy, behavioral empathy) have a positively affects the level of hotel employees' trust. Third, the empathy(emotional empathy, cognitive empathy, behavioral empathy) have a positively affects the level of hotel employees' organizational loyalty. Fourth, the customer orientation have a positively affects the level of hotel employees' trust. Fifth, the customer orientation have a positively affects the level of hotel employees' organizational loyalty. In the last chapter, the paper concludes with discussions and the managerial implications for effective personnel policies.