A document that outlines actions to take in the event of an emergency or an unexpected event describes which term?

• A. Contingency plan
• B. Controlling
• C. Nonverbal communication
• D. Negligence

Answer: (A)

The main concept being tested is a contingency plan: a document that outlines actions to take in emergencies or unexpected events. In hospitality, a contingency plan specifies how to respond to incidents like power outages, weather disruptions, IT failures, or guest safety concerns. It defines who is responsible for each action, what resources to mobilize, how to communicate with staff and guests, and how to transition back to normal operations. This makes it clear what to do when things go wrong, reducing chaos and protecting guests and employees.

This fits best because the other terms describe separate ideas: controlling is about managing and directing operations, not a written response to emergencies; nonverbal communication is about conveying messages without words; negligence is a failure to exercise proper care, not a planned set of actions to follow during a crisis.