This study attempted to present a strategic plan to secure business performance and competitive advantage through effective sales activities of hotel restaurant staff in a rapidly changing business environment. For this purpose, 315 valid samples from a self-survey conducted on hotel restaurant employees were used and analyzed by applying the SPSS statistical program Process Macro Model No.6. To test the hypothesis, the impact of customer empathy on sales performance was verified, the mediating effect of adaptive sales behavior and customer-oriented sales behavior in the influence relationship was verified, and the double mediation effect was verified through serial mediation analysis. As a result, it was confirmed that adaptive sales behavior and customer-oriented sales behavior each had a significant mediating effect on the impact of restaurant employees' empathy ability on sales performance. Additionally, adaptive sales behavior was found to have a significant impact on customer-oriented sales behavior, confirming that adaptive sales behavior and customer-oriented sales behavior have a double mediating effect on the impact of employee empathy on sales performance. Based on these results, it can be seen that the ability to empathize with service contact points of food and beverage service workers acts as a leading variable in performing appropriate sales activities depending on customers and business situations, and enables customer-oriented sales activities. Therefore, based on the results of this study, hotel restaurant managers and employees should recognize the importance of customer empathy and conduct sales activities from various perspectives.