Is it time to spend a penny?
Pub toilets can leave an impression on your customers as indelible as that created by food. Humayun Hussain reports.
Acracked toilet seat or dirty wash hand basin can spoil the best dining experience for many a customer. Even if the food is excellent, the dining area immaculate and service spot-on, a customer may still be left with a nasty taste in the mouth if the toilets are poor.
It's important to create spic-and-span toilets that match up to the expectations you've created with a good menu and front-of-house experience - it could make the difference to whether a customer comes back or not.
If the toilets are dirty, customers may jump to conclusions about the hygiene levels behind the scene in the kitchen, says the proprietor of Bristol's Albion, Ian Rayner. "Just because toilets are located out of sight doesn't mean that management should forget to monitor them," he says. They are an integral part of the pub and the customer's eating and drinking experience. If a pub has dirty toilets customers make an immediate assumption about general hygiene standards - the last thing a business needs if it is to maintain a good reputation in the hospitality trade. Care and cleanliness should be obvious throughout the premises."
Every morning Albion staff ensure that cleaners have done their job properly and left adequate supplies of toilet roll and soap; an after-lunch service check is also carried out and extra supplies are always made available in a wicker basket.
Both the men's and the ladies' toilets have been given a minimalist look. Simple heritage colours dominate the walls, adorned with ceramic tiles, gilded mirrors over the large white basins and stainless steel dispensers. Fresh flowers are added occasionally to brighten the atmosphere.
"But I don't want to get too fancy," adds Ian. "As long as the toilets are functional, aesthetically-pleasing and easily-maintained, I consider I've done my job properly."
There is no limit to how luxurious or quirky toilets can be. Paul Whitome and his wife, Jeanne, who own the renowned Hoste Arms, in Burnham Market, Norfolk, have spent £300,000 relocating and refurbishing the pub toilets, which Jeanne designed, inspired by photos of hundreds of toilets in hotels and restaurants in cities including Los Angeles, New York and Paris, which the couple took during a world trip.
"Our upstairs toilets were just too small, so we decided to tunnel under the car park area and relocate the toilets underneath. The toilets have a rate of 11 air-flows an hour to keep them fresh," says Paul.
With their tongues firmly in their cheeks, Paul and Jeanne decided to name the men's toilets "host" and the ladies' "hostess". Jeanne says they have acquired a sense of "grandeur" and have become a talking-point.
"I wanted to ensure that lighting had a strong impact, with uplighters and downlighters creating a warm glow," she says. "The ceiling in the ladies' has a copper and bronze mosaic and there are cream pebbles in the wall, while doors and Hoste Arms-branded toiletries are in walnut, giving a good blend of wood and stone. Everything has been styled to impress and we have a make-up counter and chairs in the ladies'. The men's toilets are decorated in a darker shade and both have piped Elvis Presley songs because Paul is a big Elvis fan."
A different kind of personality has been given to the Puesdown Inn, in Compton Abdale, Gloucestershire, by its owners, John and Maggie Armstrong. After launching the pub in 2002, they gave the toilets a unique identity. The men's toilet features a full-size painted image of Batman and walls are decorated in dark grey and matt metallic.
The ladies' toilets are appropriately feminine, with muted colours, mirrors, hand towels and hand cream. But its focal point is a photo of David Beckham and Michael Owen embracing after a footballing win.
"I had done my own market research over the years - as a training manager at an InterContinental hotel I learned a thing or two about decent and distinctive toilets," explains Maggie. Pub toilets can be boring, so encouraging customers to talk about them adds to their enjoyment of their visit."
A pub group which makes a policy of ensuring that its toilets are of a good standard is JD Wetherspoon.
Its Ledger Building pub in London's Docklands has won the "Loo of the Year" National Winner England award, presented by the British Toilet Association (BTA).
Sue Guyatt, who runs the Ledger Building with her husband, Eddie, explains that the toilets are a stylish mix of old and new:
"The toilets have original beams, but a very modern blue and green colour scheme. The porcelain basins are bowl-shaped and stand on a stone plinth.
"The men's urinals are designed in a half-moon shape and all the toilet-ware is stainless steel," she says.
"The toilets are cleaned thoroughly every morning and staff check them hourly or more often if we're very busy."
BTA director Richard Chisnell, whose organisation campaigns for better British public toilets, says good pub toilets are about good management.
"Pub operators should ensure that their toilets are fit for purpose and clean, with proper hand-washing facilities and plentiful supplies of toilet paper," he says.
The BTA prefers toilets to be at the front of the pub to encourage customers to wash their hands before they eat and to use the toilet before leaving.
Aiming to impress
l Good signposting
Vital to avoid customers embarking on a tour of the kitchen, broom cupboard and assorted alcoves before arriving, cross-legged, at their intended destination
l Clarity
Masters and Mistresses, Lads and Lasses and Ducks and Drakes are among a wide range of Gents and Ladies alternatives. Remember, though, that some of the more obscure images used can cause considerable confusion among customers
l Regulate the temperature
Pub toilets often fall into one of two categories - too hot or too cold. If your toilets are equipped with hand-driers then bear in mind these can affect temperatures
l Ventilation
Ensure adequate ventilation and provide fresh flowers to enhance your toilets' fragrance
l Cleanliness
Although pub toilets may be clean at the start of the day, unfortunately they don't stay that way and regular checks need to be made to monitor their condition and help to keep them up to scratch
l Lighting
Nobody likes using a toilet that is so dark that they can't see what they're doing. If natural light isn't available then ensure the room is well-lit, particularly in the cubicles and around the mirror area
l Luxurious touch
A little luxury goes a long way towards making a good impression. Fresh flowers, tissues, up-market toiletries and top-quality hand towels are sure to hit the mark
l Family-friendly
Child-friendly toilet facilities are a must if a pub is to attract families. An adequate changing table with wipes or a lining roll for the mat are essential as a fold-down or permanent fixture. Children's toilet seats and/or cleansing wipes are also important for those too young to hover! A supply of differently-sized nappies, sacks, baby wipes and toilet wipes for older children will exert significant parent-pulling power
