31 July 2024

037 Family Tourism Business Success with Torie Mackinnon of Moonraker Dolphin Swims

In this episode of the Tourism Hub Podcast, host Despina Karatzias sits down with Torie from Moonraker Dolphin Swims to discuss the fascinating journey of running a family-owned marine tourism business on the Mornington Peninsula.

Torie shares the origins of Moonraker, started by her parents in 1990, and how she grew up immersed in the business, making it her own. They delve into the importance of being hands-on in every aspect of the business, from cleaning to making executive decisions, and the value of delivering exceptional customer service.

Torie explains the significance of responding to every customer review, both positive and negative, and how it shapes the business. She also highlights the importance of being human in business interactions, providing personalised responses, and ensuring customer satisfaction. The conversation covers the evolution of the tourism industry, especially post-COVID, and the shift towards grassroots businesses and new market players.

They discuss the challenges and rewards of running a marine tourism business, the importance of local and national awards, and the strategies used to maintain a high level of service and customer satisfaction. Torie also shares insights into staff management, risk mitigation, and the benefits of offering guarantees to customers. This episode is a treasure trove of practical advice and inspiration for anyone in the tourism industry.

04:57 – What ignites you and gets you out of bed every morning
05:54 – Strategy with the review process
08:58 – What have you seen as the biggest changes in the market
11:38 – What ignited your parents to start Moonraker
14:40 – The Mornington Peninsula is fundamentally tourism based
16:46 – Dolphin swim personal transformational benefits for guests
22:24 – Risk mitigation and challenges are challenging elements in any tourism business
25:19 – Challenge in staffing
35:24 – A lot of operators don’t see how valuable their product is for a gift
37:36 – What were some things that were holding you back when you started this business
40:29 – Best advice you’ve ever received is deliver a good product
52:10 – Why don’t be shy with unhappy customers