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What a wild two months that hotel and resort reservations sales agents have endured, as agents were the first to feel the impact of the COVID19 pandemic, as suddenly a tsunami of cancellation calls and emails flooded the phone lines and inboxes. How painful it must have been to watch hard-fought bookings cancel and to see the flow of revenue change direction. Even more so, these staffers have endured difficult conversations about the fine print of cancellation terms, travel insurance, and the true implications of booking through third-party OTAs. Next, it was surely hard to watch as co-workers from operations were furloughed or laid off.
 

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