Service Spotlight: Helping visitors make the most of the Surf Coast

For many visitors arriving on the Surf Coast, a stop at one of Council's Visitor Information Centres is the first step in discovering everything our region has to offer.

Whether it's recommending a hidden coastal viewpoint, directions to the best local cafés, or helping plan a full Great Ocean Road itinerary, Council's visitor information teams play an important role in helping people get the most from their stay.

Customer service specialists Cassie and Toby are two of the friendly faces visitors are likely to meet.

Cassie has worked across the Torquay and Lorne visitor centres for the past four years, while Toby joined the Torquay team four months ago.

For Toby, one of the best parts of the job is meeting people from around the world.

"We get to guide them on how they can spend their time here, and make sure they try to prolong that time as much as they can, discovering all the cool things we have to offer on the Surf Coast," Toby said.

Cassie believes success in the role starts with enjoying conversations and connecting with people.

"If you're not a people person, you can't do this job," she said.

The pair agree there's something special about assisting travellers who are excited to be exploring the region.

"Everyone who comes through the doors is happy, because they're going on holiday," Cassie said.

No two visitor enquiries are quite the same. Some people arrive with detailed plans, while others are looking for help mapping out an entire journey.

"There's so many things to see and do. It all depends how much time they have, so I always check that first, and then we can tailor their experience," Cassie said.

"In Torquay, we generally spend quite a bit of time with each person, because often it's their first stop, so they want to know everything.

“They'll come in and they basically want us to help plan their whole journey along the Great Ocean Road."

In Lorne, one of Victoria’s busiest visitor centres with 79,835 walk-ins during the 2025-26 financial year, most enquiries centre around walks, waterfalls and the best local experiences before travellers continue further west.

Following flood damage earlier this year, many popular walks around Lorne remain closed.

While Council continues to advocate for the land managers to receive greater funding assistance to make repairs, helping visitors navigate those changes has become an important part of the visitor centre team's work.

"They have re-opened some, which is great, though a few waterfalls along the longer loop walk are still closed," Cassie said.

"There's always an alternative walk or an alternative waterfall we can point people towards, so they don't go home disappointed."

When it comes to favourite recommendations, Cassie and Toby have no shortage of ideas.

For a Torquay visit, Toby says the iconic Australian National Surfing Museum (located alongside the visitor centre) is a must, along with Bells Beach and Point Danger.

“I’ll also send them to the town centre, to check out the shops and the cafes. There are so many things to do,” he said.

Further along the coast, Cassie says the spectacular coastline and natural environment provide a range of choices.

“The Surf Coast Walk is a must, it takes you to some incredible viewpoints, including Rocky Point and Split Point Lighthouse,” she said.

“And the waterfalls – you can’t go wrong with a waterfall walk.”

In a modern world where online information has become heavily relied on, both Cassie and Toby are adamant personalised advice remains highly valued.

"There are a lot of people that still want to talk face-to-face with a person," Cassie said.

"They want real experience from a local, and to find out about our favourite places to go."

Toby agrees.

"So many people, we really direct them, and everybody who leaves is super grateful, because now they know what to do," he said.

"A lot of the tips we give, people can't get that online.

"It helps keep them here for longer, and that's the ultimate goal – to encourage people to stay and discover the area."

By the numbers – 2025-26 financial year

Lorne Visitor Information Centre: 79,835 walk-in visitors

Torquay Visitor Information Centre: 54,024 walk-in visitors

Anglesea Visitor Information Centre: 4,120 walk-in visitors

For visitor centre opening hours, contact details and other information, visit our webpage.