Keep a record of what happened
Capture the details and connect relevant member records so authorized staff can find the context later.
Incidents & restrictions
Record what happened. Decide what comes next.
Give authorized staff a place to document incidents, review the history and decide when a member or facility needs an access restriction.
Try it yourself
A report comes in from Court 2.
Record a member’s equipment report, choose a facility notice and see what the front desk gets at the next check-in.
- Capture the report
- Save the incident
- Choose the follow-up
- See the desk handoff
Clubward Staff workspaceIncident report
Sample clubLoose net strapCourt 2 · Equipment report
- Reported by
- Jordan Lee
- Location
- Court 2
- Record
- Draft
- Access
- Check-in continues
Front desk check-in
Court 2
No active notice
Check-in continues
Jordan Lee reports a loose net strap on Court 2.
Bring an incident or access question your team handles today.
Book an incident walkthroughCarry the right context into the next shift
Choose the follow-up
When an incident calls for a restriction, choose its scope, impact and expiration separately from the incident record.
Give the front desk a clear signal
An applicable notice can give staff context at check-in. A blocking restriction changes which actions can go ahead.
How it connects
The incident history and the check-in decision stay connected.
A manager can review the original record. The front desk can see the applicable notice or restriction when it matters to the arrival.
Incident history
Court 2 · Loose net strap
Sample report from Jordan Lee
Questions about incidents and access
How would follow-up work at your club?
Can incident history stay connected to a member?
Yes. Incident and restriction context can be connected to the relevant operational and member records.
Does every staff member need access to the full history?
No. Review the roles and permissions appropriate for incident information and the specific context each role needs to do its work.
What makes an incident workflow useful to management?
A reviewer needs an understandable account of the event, the relevant people and the response that follows. Evaluate whether the connected history provides enough context to continue the review without reconstructing a separate chain of messages.
Walk through a follow-up your team handles.
We’ll show how a report becomes an incident record, who can review it and what the front desk can see at the next arrival.
Book an incident walkthrough
Incident management guides
From the Clubward blog
Incidents & restrictions guides
Blog article
Give your front desk a clear answer before the busy day
Prepare guest rules, account information and an escalation path before the next arrival.
Read article
Blog article
What the next shift needs before you leave
Build a clearer handoff around staff coverage, open questions and timecard readiness.
Read articleA closer look at incidents & restrictions
A difficult moment should not leave a fragmented record
When an incident lives in an email thread, the next shift may miss the history or the restriction that changes an access decision.
Management has to reconstruct the event
Details spread across email, messages and verbal accounts make review harder. Managers spend time collecting the story before they can assess the follow-up and give staff a consistent direction.
Restrictions do not reach the right workflow
A decision recorded somewhere else may be missed during the next arrival. Staff need the applicable context close to the operational decision it affects, especially when teams change between visits.
Responsibility becomes unclear across shifts
When each team has a different piece of the history, it is difficult to know what has already been addressed. A connected record supports a more understandable management review and handoff.
Bring a real example.
In your personal walkthrough, we’ll explore:
- Incident intake and manager review
- Restriction visibility during arrivals
- Staff access and follow-up responsibility
Review the information each role actually needs
What makes an incident workflow useful to management?
A reviewer needs an understandable account of the event, the relevant people and the response that follows. Evaluate whether the connected history provides enough context to continue the review without reconstructing a separate chain of messages.
What should we test before using restrictions during everyday operations?
Follow an example from the manager’s documented response to a future arrival. Check how staff recognize the applicable restriction and who they contact when an interaction requires management judgment rather than a routine front desk decision.
How is this different from a routine member note?
Notes support everyday service context. Incident management creates a more structured history for events needing management or restriction follow-up, with the response connected to the event that prompted it.
Can incident history stay connected to a member?
Yes. Incident and restriction context can be connected to the relevant operational and member records.
Does every staff member need access to the full history?
No. Review the roles and permissions appropriate for incident information and the specific context each role needs to do its work.