This study was designed to identify how the training and development (T&D) at workplace influence on the job performance and customer sensitivity of hotel employees. Additionally, this study tried to find a structured and effective T&D strategy for hotel employees. The study’s results provided evidence that T&D, job performance, and customer sensitivity are significantly interrelated. First, T&D influenced on job performance according to the importance of T&D type and the characteristics of hotel employees. Second, T&D influenced to customer sensitivity in different way according to the importance of T&D type and the characteristics of hotel employees. Third, job performance and customer sensitivity highly correlated. Forth, the importance of T&D, job performance, and customer sensitivity vary in academic majors, job levels, or the grade of hotel.