Phumula Guest House Phumula Guest House is a four-star establishment located in uMhlanga, north of Durban in South Africa. The guesthouse is owned by Ms Lisa Ngwenya and opened its doors in 2009 Lisa has a diploma in tourism management and over 10 years of work experience, including two years as a manager of a five-star hotel. Lisa firmly believes in providing high customer service and continuously strives to improve her service offering. The guesthouse is rated four-star by the Tourism Grading Council of South Africa and receives positive reviews on travel review websites. Each week, Lisa meets with all her staff to discuss the week that has passed and to plan the way forward. She finds these meetings helpful as she receives first-hand information from her staff about challenges they may have experienced, such as guest complaints, problems in the kitchen, difficulty with ordering and delivery of stock, and so on. Lisa makes notes of these challenges and each week she and her team review how effective their interventions were with solving these problems. Early this year Phumula Guest House suffered a loss when the gas pipe of the stove in the kitchen ruptured and caused significant fire damage. As a result, the guest house was unable to prepare meals for guests, resulting in customer complaints, loss of income and reputational damage to the company. Lisa could not obtain a full pay-out from her insurer as the smoke alarms and fire extinguishers in the guesthouse were not functional at the time. Lisa had to obtain a loan and use personal savings to rebuild her restaurant to the latest safety standards and save her company and the jobs of her employees. QUESTION 1 140] Describe, using examples of risks specific to the guest house, a risk management framework for the Phumula Guest House which includes the following: Risk identification process, Risk assessment procedures with a risk response plan for 8 identified risks. QUESTION 2 [30] With Lisa wishing to expand the guest house to include 10 additional rooms, stakeholders will need to be identified, engaged with and agreements reached where necessary. Identify any 5 stakeholders and critically discuss the importance of the various processes of stakeholder engagement and management for the planned expansion project. QUESTION 3 [30] Identify, describe and demonstrate the integrative benefits of any five (5) project management planning tools and techniques which Lisa could use for her planned expansion project of adding 10 new rooms to the guest house