The study heavily focused on investigating the impact created by employee empowerment on customer satisfaction at hotel La Grande in Bwaise. The study was guided by the research objectives, questions and the appropriate methodologies that generated credible and reliable findings that was very significant to government and non-government actors as a guide in the advocacy and formulation of policies and programs geared towards achieving customer satisfaction in the hotel and hospitality sector. The study found out that there is a close correlation between employee empowerment and customer satisfaction in the hospitality sector. The study found out there are a number of factors that affect both employee empowerment and customer satisfaction such as poor funding, training among others. The study recommended that there is need for more funding, employee engagement to intensify the employee empowerment and customer satisfaction goals. The management should also ensure that orientation programs are tailored according to employee capabilities, needs/interests, priorities and areas of specialization. In this case, the methods of orientation given to top managers should not be the same as those of lower level staff like cook or cleaners especially due to the different educational levels and work requirements.