How does a hotel handle a PR blow-up on Twitter ? Very , very carefully . After Leslie Jones tweeted accusations of racism at the Ritz-Carlton , presumably after staying at the brand ’ s Los Angeles hotel after hosting the Black Entertainment Awards on June 25 , Ritz-Carlton apologized for her experience

and encouraged the “ Saturday Night Live ” star to contact it via direct message .

Crisis management consultant Tom Pagano says the absence of further back and forth means it probably was settled amicably . Here ’ s how he suggests hotel companies handle public criticism : Have a plan : Create a crisis management plan and make sure employees at all levels have access to it . “ One of the most important things is to have direct

access to the decision-maker ( such as the president or CEO ). Then that individual has to take the lead to be the face and the voice of the company .” Build up goodwill : Be a good corporate citizen , Pagano says , so that your supporters will speak up on your behalf when you need them to . Stay focused : “ Address the issue transparently and quickly . You want to respond immediately , you want to take responsibility

for what took place or didn ’ t take place . And then work to restore your reputation .” Remove bureaucracy : If a lower-level employee has difficulty accessing

a decision-maker when minutes count , avoiding a bigger crisis will be tougher . “ Follow the motto : Just do the right thing . You ’ ll be good every time .”

Leslie Jones at the BET awards